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Building a Culture of Engaged Employees

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland culture leadership

$75 Billion Dollars Is Lost Due to Poor Customer Service


Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poor customer service. That number, in their new report now has that number pegged at $75 billion! That’s a lot of lost business! Here’s my take on this.

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"Follow the Leader", Featuring Meghan Speer

Call Center Weekly

What can brands do better on social media, to truly connect and engage consumers? I think that it starts with brands recognizing that consumers are actual people.

Lessons from The Overlook: Don't Panic

Toister Performance Solutions

Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here.

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Expert Forum: Choosing the Best Path for Transforming a Legacy Contact Center

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

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For a Successful CX You Must Have a Successful EX


A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. So, let’s look at the inside of the company.

The Best Way To Prevent Customers From Tweeting Complaints

Toister Performance Solutions

Last March, Shannon Watts tweeted a complaint about United Airlines. Watts had observed what she believed to be poor treatment from a United gate agent towards several other passengers and she took to Twitter to voice her displeasure. The tweet went viral and eventually made national headlines.

Do You Have H.E.A.R.T. and Do You Use It Every Day?

Steve DiGioia

This original article was written by Steve DiGioia. Those of us in the customer service industry have much to deal with. Payroll, purchases, inventory, market share, etc. take a lion’s share of our daily tasks. But, there’s one thing I left out: the customers.

When the Public Is Your Customer

Call Center Weekly

By Sarah Elkins I tell people it was my favorite job ever. When our boys were little, I had the opportunity to work part time at the circulation desk at our local library.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

The Power of One: Every Agent Matters

Brad Cleveland

The power of one is among the most important principles for any agent to understand. This video shows the impact each person makes on service level, occupancy and average speed of answer. Using actual data, the video makes it clear that every agent matters to both customers and their co-workers.

Sorry Shouldn’t Mean “Too Bad”


The other day a buddy shared an experience he had with a company that sold him mulch for his yard. When the truck arrived, he asked the driver and his co-worker to put the mulch in the backyard. The driver said, “I’m sorry. Dropping the mulch off in the backyard is considered white-glove service.

Eating Your Feelings in Customer Service

Customer Service Life

The phone is ringing off the hook today. You scan the queue – there are 20 calls waiting. You and the rest of the leadership team hop on calls to help. The chat queue isn’t any better. And, someone just blew up your company Twitter feed with a negative complaint.

Building a Workforce in Alignment with a Customer-Driven Approach


Today’s fast-changing world along with its disruptive technology and digitization of almost everything known to mankind has irrevocably altered our business world and ushered us into a new era of consumerism.

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Ingestion Indigestion

Call Center Weekly

By Diana Aviles Ingestion is Speech Analytics (SA) jargon that describes the act of the SA tool downloading a copy of call audio and its associated metadata from the recorder source.

Service Level: Realistic Targets, Taken Seriously

Brad Cleveland

If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level. You’ll need to focus on a service level objective that your center can realistically achieve.

5 Top Customer Service Articles For the Week of May 21, 2018


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Are You A Complainer Or A Realist?

Beyond Philosophy

A difference exists between what people say they will do and what people do. People say they want salads in theme parks but order hamburgers. People say they want to save the planet but then ignore the recycling bin.

How Call Centers are shaping the Future of Restaurant Industry


If your primary wish involves getting your restaurant recognized as one that is known for valuing its guests among its competitors then it is extremely important that you start addressing your customers complaints, feedbacks, and doubts in a proactive manner.

3 Big Themes from the Most Dedicated CX Experts in the World


The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired.

Agent Performance Standards: Keep It Simple

Brad Cleveland

In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted averages, percent time in this and that mode, formulas that would take a mathematician to figure out.

Amazing Business Radio: Jamie Edwards


Grow Sales, Revenue, and Customer Loyalty While Improving the Customer Experience. How can you create a better online support experience for your customers?

Reducing friction to deepen the client relationship


We carry our telephones with us all the time. Because of this, the phone has not only become the most important communication tool we’ve got, it’s also the most powerful token out there for caller authentication.? .

Big Data Boom: How to Capture and Leverage Insights

The Northridge Group

If your organization is like most, you might be overwhelmed by the volume of information available at your fingertips. To make it worse, the pace of this information continues to increase; data (lots of it) is being produced more rapidly than ever before.

8 Powerful Customer Experience Bloggers You Need to Watch in 2018


It’s happening: We’re collectively witnessing a “Frankenstein moment” on social media, and within the Internet in general. In 2018, companies, platforms, and users alike are keeping an even closer eye on privacy and, importantly, verified, trusted, and accurate content.

Five Reasons Why You Should Evaluate Your Training Programs

Toister Performance Solutions

There's one question I always ask project sponsors who request training. It's a bit of a show stopper because 90 percent of the time my client hasn't thought of the answer. How will we evaluate the success of this program? A good answer can drive results.

Guest Blog: What’s Most Vital to Success: Product, Price, or Experience?


This week we feature an article by Gary Anderson who explains why the customer experience creates customer loyalty and generates repeat business. – Shep Hyken.

MoneyGram International Raises the Bar on Money Transfers with NICE inContact CXone


Think about it: Sixteen hundred contact center representatives (over 75% outsourced) in 11 different locations across the globe handle 13 million calls annually!

Stay Ahead of the Competition with Customer Journey Mapping

The Northridge Group

Consider your experiences as a consumer. Have you ever been so aggravated by a company that you’re ready to switch to their competition because they are just too difficult to work with? Most (if not all) of us are likely to answer “yes”.

Are You a Good Listener? Here’s How to Tell

Steve DiGioia

…which of these 5 types are you? This original article was written by Steve DiGioia. Most people understand that in order to provide good customer service we must use one of our least appreciated soft skills – listening.

The Fusion of Brand and Culture with Denise Lee Yohn

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Video customer-service-interview

Guest Blog: 5 Keys to Building Sustainable Customer Relationships


This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. – Shep Hyken. Customer retention used to be considered just a “service problem.”

How Customer Onboarding Can Help Improve Loyalty

Return Customer

A recent study by Accenture found that over 90 percent of companies today have some kind of customer loyalty programs in place. Yet, over 71% of customers surveyed by the researchers said that these programs do not really engender loyalty.

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