Trending Articles

7 Rules of the Road for Recruiting and Hiring

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland hiring recruiting

Is Your Price Right? Here’s How To Check

Beyond Philosophy

Pricing is fundamental to your business. It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience.

"Follow the Leader", Featuring Michael Sherlock

Call Center Weekly

What are some guiding principles you follow, when developing new leaders? I believe the most important element to the development of a leader is their ability to practice engaged active listening. It is so easy to think that you have (or have to have) all of the answers.

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The Value of Data-Driven Insights for Contact Centers

The Northridge Group

“Thank you for calling. Please listen carefully because our menu has recently changed.” We’ve all heard this greeting, but most callers aren’t aware that it’s not just the menu that has recently changed.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

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Customer Service: Do You Know Who Your Competitors Are?

Call Center Weekly

Some years ago, I read a customer service article that resonated with me so much that I carry the concept with me as one of my core service truths.

Transform Knowledge into Intelligence and Support

Brad Cleveland

As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support.

Want to be successful? Solve Your Customers’ Problems


It’s morning and you’ve just had breakfast. What are you going to have for dinner? 49% of people in the U.S. do not know what they are going to have for dinner. That stat comes from David Portalatin’s address at the Art of Beef Summit, sponsored by Cargill.

Hidden CX: Why It’s Critical For Your Business

Beyond Philosophy

Businesses are in a rut. Speed, efficiency and convenience are all rational factors companies focus on when they think about customer experience. But good experience isn’t that simple. It involves more than you think.

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

Teleflora Business Blossoms with Consistent Customer Experiences


Who hasn’t been thrilled to receive a beautiful bouquet of fresh flowers on a special occasion? A lot goes on behind the scenes to make that happen, and Teleflora® is a major driver of that process, connecting customers to more than 33,000 member and affiliated florists all over the world.

How FreshGrade Creates Strong Learners


We recently had a chance to sit down with Gaila, a Grade 9 and Grade 10 teacher, and Jo, an Associate Principal from the Hillsboro Independent School District, Texas. They spoke with us about how FreshGrade makes a positive contribution to students’ learning. Going Paperless.

Prioritizing Service Improvements

Brad Cleveland

As a leader, you face many choices when deciding where and how to improve service. And the possibilities multiply when analyzing customer data from sources that range from social posts to surveys to operational metrics. So, which issues do you tackle first?

Your Brand is Defined by the Sum of All Your Customer Interactions


What does a good customer experience look like at your company? What does good customer service look like? Ask everyone on your team and listen to the answers. Will they be the same, or different? It will be interesting to see if your team recognizes the difference between experience and service.

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.

Three Proactive Things You Can Do to Pre-empt an Escalation with a Customer

Myra Golden Media

Tomorrow morning I’m headed to Phoenix to deliver a workshop at the Salesforce Trailblazers for the Future Conference. I booked an extra night at the Arizona Biltmore just because I wanted some “me time” for relaxation and reading.

Unstructured Conversations In a Structured World


Is your Quality Monitoring program the right fit for the Knowledge Workers in your contact center? With advances in technology, previously disparate teams of Knowledge Workers are now often working together as part of a contact center that was traditionally comprised of the Task Worker. agent coaching agent performance contact centers call center quality assurance WFO coach Quality monitoring

Inside Perspective from ICMI's 2018 Best Small Contact Center

Toister Performance Solutions

The International Customer Management Institute (ICMI) held its annual Global Contact Center Awards party this past May. Gopher Sport won the 2018 award for Best Small Contact Center. Contact centers with fewer than 75 agents are eligible.)

All Customers Are Created Equal – Just Some Are More Equal than Others


In 1945 George Orwell published the literary classic, Animal Farm , which was required reading in my middle-school English class. I always remembered the line: All animals are created equal, just some animals are more equal than others.

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.

Attention Managers – Keep Your Remote Workers From Cheatin’


Are your remote workers hard at work, doing someone else’s work, or hardly working? You need the proper tools to effectively manage them, monitor their performance, and keep them fully engaged.

This One Tip Will Instantly Make You Sound Friendlier On the Phone With Customers

Myra Golden Media

One of the easiest ways to make your conversations with customers more conversational, and friendly, is to speak in complete sentences. It is so familiar to hear interactions like this: Last name? First name? Zip code? It’s undoubtedly efficient to ask customers questions in this manner.

Impatient consumers demand fast, reactive customer service


We live in a culture of instant gratification. With people busier than ever, consumers are growing impatient. They demand fast, reactive customer service that’s highly responsive and resolves issues in record time, without demanding anything from in them in return.

Are You a Customer Service Hero, Villain or Problem Solver?

Steve DiGioia

…here’s 3 skills every customer service actor must have This original article was written by Steve DiGioia. Ah, the life of a call center agent. A cushy job, right? You do nothing more than talk to customers on the phone and punch some information into a keypad. Sounds cool, sign me up!

5 Top Customer Service Articles For the Week of June 11, 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.

How to Focus Learning Paths on Greater CX Success


If you’re creating learning paths in any workplace, the goal is ultimately to be, well, better. To be better at serving customers, better at increasing efficiency, better at employee development, and hopefully, better at staying ahead of the competition.

Free Call Control Online Training

Myra Golden Media

Studies show the average business call lasts 2 minutes longer than it needs to. Customer service employees struggle with call control for a variety of reasons, including they don’t want to be rude to the customer, they aren’t sure how to move to closure or because the customer is rambling or angry.

Working with B2B vs B2C Telemarketing for Business Growth


Telemarketing has always been an invaluable sales asset among entrepreneurs throughout the world, though no matter how successful a campaign you run, the difference between its success and failure will always boil down to the techniques used in planning and proper execution of those campaigns.

NEC Advantage - Quick Thoughts

Jon Arnold

I've been to this event a few times, and there's a lot to like about how they run it, along with what NEC is doing in the collaboration marketplace.

Amazing Business Radio: Gigi Butler


Create Your Own “Secret Ingredient” to Stand Out From Competition. How can you separate yourself from the competition?

How To Organize Support For Your Contact Center Applications

Aria Solutions

As contact centers become more complex and expand to support more channels like web chat and social, it’s important to organize support for contact center applications in a way that allows teams to design consistent customer experiences.

Omnichannel Customer Support Checklist for High-Tech Consumer Device Vendors

Bright Pattern

Omnichannel Customer Support

How to Create the Most Spectacular Customer Service Disasters


Humans disappoint one another. We do it all the time. We disappoint when we don’t show up for someone’s big event. Or maybe we disappoint when we do show up at an intimate dinner party without an invitation.