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Common Causes of Employee Turnover

Brad Cleveland

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Five Ways to Disrupt Your Competition with Customer Service


The concept of disruption is interesting. If you ask most business people to name a company that is known for being a disrupter, you’ll hear answers like Amazon, Uber and Walmart. Walmart disrupted local businesses when they came into a community. Uber disrupted the taxi-cab industry.

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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.

Journey to Contact Center Success


As a contact center manager, you face never-ending challenges from day-to-day operations to envisioning long-term possibilities to improve customer experience while at the same time building efficiency and modernizing processes and systems.

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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Why is it Imperative for Businesses to Incorporate Multi-channel Call Centers?


While looking back at the evolution of communication technology in modern times, who could have thought we would come so far from sending smoke signals and carrier pigeons to sending and receiving calls, texts, emails etc. in the blink of an eye over long distances.

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.

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.

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

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

How Costly Is It to Not Engage Customers? 


If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? Sometimes we set ourselves up for this! It even echoes back to us in the way we engage within our own organizations.

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Why Don’t Customers Buy After They Say They Will?

Beyond Philosophy

Why do customers tell you they will buy your service, but then don’t? Are they deliberately trying to trick organizations? Colin Shaw and Professor Ryan Hamilton discuss how you can you find out what customers really want. The post Why Don’t Customers Buy After They Say They Will? appeared first on. Podcast


5 Top Customer Service Articles For the Week of June 18, 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 Improve Customer Service In 8 Easy Steps?

Dialer 360

Improving customer service is of key interest for all types of businesses and call center. Client dependability is basically vital to business achievement. Despite the fact that a large portion of us know this, the numbers may shock even the most very much educated Marketers.

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.

Introducing the Third New Executive Team Member This Year: Bright Pattern Welcomes Ted Hunting!

Bright Pattern

Last week, I had the pleasure of welcoming Bright Pattern’s new Senior Vice President of Marketing, Ted Hunting, aboard our team. Ted is well-known in the contact center space as a thought leader and speaker at many top industry events. His breadth of experience spans start-ups and large enterprise technology companies across a wide range of industries, including business intelligence, large-scale computing systems, and telecommunications. Ted Hunting

Cheap, Fast or Good: Which is Most Important?


You can have it cheap, fast or good. Pick two. Not many companies give such an honest assessment of their ability, but this common phrase is true across the board. Rarely, if ever, do you get the luxury of getting all three from any product or service.

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CX-Ray Vision: The Experiences You Need In Your Business


Today’s consumers are notoriously fickle. What’s the way to win their repeat business? In an acronym: CX. It’s all about the quality of your customer experience. Simply provide the fastest, easiest, most personalized, convenient, relevant, value-driven, mistake-free interactions. Slam-dunk, right?

Amazing Business Radio: Marilyn Suttle


Color Your Customers’ World. How can you create strong customer loyalty while staying inspired? Shep Hyken is joined by Marilyn Suttle , conference speaker, bestselling author, and coach, to discuss her new book, Color Their World – The Art of Creating Strong Customer Loyalty. ?.

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.

Seven Things You Didn’t Know About Home Based Call Center

Dialer 360

The idea of working from home or home based call center has picked up popularity in these years. Home-based representatives offer numerous advantages to both the business that makes them a convincing thought. In any case, would this be able to business successfully?

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Chatbots: Customer Experience’s Secret

Revation Systems

As innovative technology continues to burst into every marketplace, customer experience has become a primary focus for many organizations.

Insight-Driven Marketing – The Intention/Reality Gap

Peter Lavers

In my role as a SAS collaborator and recognised influencer , I was recently sent the white paper “ Darkness of Digital Shadows ” and supporting infographic. It talks about how analytics can be hampered by trying to interpret the shadows rather than the substance of the customer experience.

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.)

Six Laws of Customer Experience (Infographic)

Customer Experience Matters

The most dowloaded content that I’ve published is our free eBook, The Six Laws of Customer Experience. It’s been translated into many languages and read by 10’s of 1,000s of people. It continues to be very popular because it uses simple language and concepts to describe what we call “the fundamental truths about how organizations treat customers.” ” We’ve developed an updated infographic that brings the laws to life.

Boost Your Brand – Double Business Growth with Voice Broadcasting

Dialer 360

Voice broadcast users can contact targets. It doesn’t matter they member, subscriber, constituents, employees or customers; almost immediately. If used by the government authority it would be as an emergency notification system. Such as notification are intended only for use in emergencies).

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The threat of open information sharing


Social media, at its core, is a place where people go to connect. They are online platforms where people meet and share ideas with others who have similar interests, pursuits and passions. .

Hoveround Successfully Navigates Customer Service – Increases Lead Conversion 116%


You may be familiar with the Hoveround name, even if you haven’t used it products. That’s because Hoveround is the largest direct-to-consumer manufacturer of power wheelchairs in the U.S., and its mission is a powerful one: The 25-year-old company is dedicated to improving and enriching lives through improved mobility. But Hoveround’s contact center, which plays a pivotal role in servicing current customers as well as calling prospects, just wasn’t keeping up.

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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.

How far can AI go in customer service?


Last week, Google held its annual developer conference, announcing a host of new software plans.

Guest Blog: Customer Support Chatbots – Striking The Right Balance


This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. If you’ve not been living in a cave, you’ve probably heard by now numerous projections about how chatbots are destined to take over customer support.

Introducing The Temkin Customer Success Index

Customer Experience Matters

Over the last few years, many B2B organizations have created customer success organizations that focus on ensuring that their clients are happy. These companies are realizing that customers aren’t just buying their products, they’re making purchases with the expectation that they will achieve some value from the provider’s products and services. As I discussed in a previous post, many customer success organizations still look a lot like old-fashioned account management teams.

How Call Centers help Reduce Operating Costs of Business


While looking to grow or expand your business, hiring a dedicated call center to contract out your customer support service can give your business the very edge it needs to move ahead of the competition. The business industry already understands this fact well enough that companies who outsource gain much in terms of reduced costs and a larger workforce. Some of the other reasons why businesses love outsourcing includes-.