Trending Articles

Putting Abandonment in Perspective

Brad Cleveland

In many contact centers, abandonment rate is viewed as a key measure of how adequately the center is staffed. I often get questions like, what is an acceptable rate of abandonment? What is abandonment in such and such an industry? Are there any studies on how long customers will wait?

Can Anyone Lead?

Call Center Weekly

By Kathy Holdaway What does leadership look like when you are not the one in charge? How does your way of being, create a collaborative environment? How do you show up every day? Leadership starts with who you are on the inside. Being who you are, is the greatest gift we could ever receive from you.

Inside View: Kayla Adair, DiCentral Corporation

Contact Center Pipeline

A crucial part of every company’s sales and service process takes place behind the scenes where a team of talented professionals helps to make every aspect of the customer journey possible.

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“That’s Not My Department” and 10 Other Phrases Customers Hate


You have a problem. You call the phone number listed on the company’s website. You wait on hold for what seems much longer than the ten minutes they said you would be holding. You finally get to a customer service rep.

Best Practice Webinar: Conquering Attrition in the Contact Center

3 Imperatives to Engage and Retain Employees. Your frontline employees make or break your customer experience. Yet, attrition can mean delivering customer service with fewer and less-tenured employees, directly affecting your quality of service and forcing you to rethink your customer experience strategy. Join industry expert Lori Bocklund and Genesys experts to examine the root causes of contact center turnover. Learn how to conquer attrition with a hyper-focus on these key areas: Increase focus on coaching and development. Become more strategic in hiring and training. Discover new ways to engage your employees. Presented by. Lori Bocklund, President, Strategic Contact Inc. Cameron Smith, Global Director of Solution Strategy, Genesys. Steve Kosiba, Product Marketing Manager, Decisions & WFO, Genesys. March 21st, 2018 11 AM PST, 2 PM EST, 7 PM GMT. This webinar will be presented LIVE in North America! Not sure you have time to join the live session? Register anyway and we'll send you the recording afterward!

More Trending

"Follow the Leader", Featuring Leslie O'Flahavan

Call Center Weekly

How can tone, in written form, affect customer experience? The tone you use in your writing to customers—whether in email, live chat, social media, or text—can make or break the customer experience. If your company’s marketing brand voice is fun and friendly, but your customer service voice is scoldy, scripted, or legalistic, you’ll be giving customers a bad, or at least a confusing, customer experience.

Agent Engagement and the Customer Experience

Contact Center Pipeline

What does it take to improve agent satisfaction and retention? Today, one of the key topics of discussion in most contact centers is the high cost of agent turnover and the subsequent need to improve agent retention and engagement.

Are Moments of Truth Really Worth All The Fuss?

Steve DiGioia

how a single interaction can ruin the entire customer experience This original article was written by Steve DiGioia.

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5 Top Customer Service Articles For the Week of March 19, 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.

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.

The Art of Exceptional Customer Service [Webinar Transcript]

Branch Mesenger

Last week, we hosted our second webinar. We were joined by a very special guest, bestselling author and expert on all things customer service -- Shep Hyken.

How Their Service Failure Can Be Your Problem

Toister Performance Solutions

Chances are, you've had a bad customer service week. One where it seems like you receive bad service everywhere you turn. Just when you think it can't get any worse, it does. Mine started recently when a company shipped me the wrong socks. I normally wouldn't think much of a shipping error.

Handling Dead-Air Space On a Customer Service Call

Myra Golden Media

If you’re on a call with a customer, and more than three, or four seconds go by, and you haven’t said a word, that’s called dead air space. You’re working… you know that. But for the customer, dead air space feels awkward. So we need to learn the best way to fill the silent seconds.

7 Tips for Keeping Slack Organized

Customer Service Life

This article was originally posted on the FCR blog on February 22, 2018. Click here to read the original post. One of my colleagues at FCR recently asked if I recommend any other communication and collaboration tools besides Slack.

Call Center Outsourcing RFP Template

Are you considering outsourcing your call center? This FREE Call Center RFP Template download will guide you through critical questions to ask and provide tips to narrow down the key areas to consider when selecting the best outsource call center vendor.

Guest Blog: You Serve Customers? Is your light on?


This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken. Chip Bell is known for helping organizations create a customer-centric culture.

Call Center Goals and Metrics: How to Achieve them?

Dialer 360

In the course of recent months, in a scope of workshops, online classes and web talks, Jonty Pearce solicited a wide range of contact focus experts for the most imperative call focus metric expected to carry out their occupation.

Enterprise Connect 2018 - My First Impressions, Literally

Jon Arnold

That's the title of my current writeup for BCStrategies. Last week was a non-stop run of sessions, networking and walking the show floor at Enterprise Connect. Very worthwhile, as I got to speak, get to know companies a whole lot better, and take the overall pulse of the collaboration market.

How to Tell Customers What They Don’t Want to Hear In a Chat

Myra Golden Media

I was chatting with a company about a price drop. I’d bought something for my Dad and had it shipped directly to his home. Two days after the shipment arrived, I saw on the company’s website that the price had dropped by $20.

New Ways to Customer Acquisition and Retention in the Contact Centre


With choice comes demand. Consumers in many industries now change vendors more quickly than in the past, which makes a great customer experience more important than ever.

6 Reasons Why In-App Chat is the Untapped Potential for Your Business


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Humanize Customer Experience (Infographic)

Customer Experience Matters

As you hopefully already know, Temkin Group has labelled 2018 The Year of Humanity. As part of our focus on this topic, we put together this infographic that focuses on how we can Humanize CX. It identifies six fundamental characteristics of human beings—Hopeful, Intuitive, Self-Centered, Emotional, Motivated, and Social—that you need to keep in mind when you’re thinking about your customers and employees.

The Surprising Consequence of Consumer Anger

Toister Performance Solutions

Losing customers isn't the only thing to worry about when there's a service failure. You've probably seen the typical angry customer studies. The numbers change, but the gist is X percent of customers will stop doing business with a company after a service failure.

3 Critical Reasons to Read Customer Reviews

Return Customer

You probably already know how important the voice of the customer is for your business, but are you placing equal importance on finding the time to read them? Reading your reviews can do wonders for your business, and in this post, you’ll learn why.

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That’s Right—Kylie Jenner Has Something to Teach Contact Center Leaders About Social Media


As a contact center leader, you may not necessarily have the time to keep up with the Kardashians. But if a recent Kylie Jenner tweet tells us anything, it’s that you’d better start paying closer attention.

Always Link the Communication Chain

Myra Golden Media

Psychologists talk about what they call the Communication Chain. The Communication Chain says that when a person puts out a verbal message, they expect a response to that message. That first message is a link in the communication chain.

Why Human Connections Never Go Out of Style


The world is fast. Technology invades every part of our lives, both in good and possibly not-so-good ways. As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter.

Report: 2018 Temkin Experience Ratings (U.S.)

Customer Experience Matters

2018 marks the eighth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. To generate these Ratings, we asked 10,000 U.S. consumers to rate their recent interactions with 318 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion.

How to Improve Customer Satisfaction in Your Call Center


Recently call centers have evolved rapidly in many sectors such as banking, retail, Government, tourism etc. from being a simple add-on, customer-facing service to an important differentiator.

How Doing Your Taxes On Time Helps You Serve Your Customers Better

Abby Connect Virtual Receptionists

Tax season is upon us, and if you own a small business you'll have to take care of filing taxes for your business this year. The good news is you still have a month to file them. But did you know, filing your taxes early can affect your customer service?

Speech Analytics: Houdini or Whodunit?

Win Big Workshops Talk It Up!

Speech Analytics: Houdini or Whodunit? BY CHRIS LAWSON, LAWSON CONCEPTS Who doesn’t love a good whodunit? As an avid mystery reader, I enjoy the plot twists and turns and characters that flip-flop between villain and hero.

The Big Assumption That Economists Got Wrong – And You?

Beyond Philosophy

You know that old saying about what you make of you and me when you assume something? Well, it turns out, that economists made quite an assumption for years: that people were entirely rational in their decision making. However, they were wrong and we know they were because of the scientific method. Best of all, the truth is fairly simple and makes a lot of sense. Remarkably, this truth wasn’t part of how economists evaluated decision making.

Protect Your Contact Center Team from a Space Shuttle Columbia Like Disaster


In 2003, the space shuttle, Columbia, disintegrated over East Texas and Louisiana, when it attempted to reenter the Earth’s atmosphere. Sadly, all seven astronauts aboard died. The control room crew in Cape Canaveral was responsible to guide the shuttle safely home.