Trending Articles

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.

“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.

The “She” Suite: You want to win? Get outside your comfort zone!  


Last Thursday on International Women’s Day I attended the Washington University’s Olin Business Schools – St. Louis Leadership Perspective | The “She” Suite: Celebrate International Women’s Day with Women in the C-Suite and in Leading Roles.

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

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.

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.

Contact Center Best Practice #5: Balance Expectations and Communication


This series has focused on the specific ways to transform your call center with a sound self-service strategy. The success of your overall program, however, relies on the balance between realistic expectations and effective communication to all stakeholders: organization, agents, and customers.

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


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.

"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.

Leveraging Digital Channels, Part 1

Contact Center Pipeline

There is no question that skilled agents offer the best opportunity to save unhappy customers who are at risk of leaving. But how do you help customers, and retain them, if you never hear from them?

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.

Amazing Business Radio: Julie Ann Sullivan


Engaged Employees Make Happy Customers. Are your employees engaged? Shep Hyken sits down with Julie Ann Sullivan, author of “Blueprint for Employee Engagement: 37 Essential Elements to Influence, Innovate & Inspire,” to discuss the impact that engaged employees can make on customers. .

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.

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.

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 #CX Perception Gap

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on December 6, 2017.

Use the Right Language to Build Rapport and Sound Personable In Chat

Myra Golden Media

I once chatted with QVC about the status of a return. I just wanted to confirm that my return was received, but I walked away from the chat session with a WOW reaction. The WOW started with this message from the Representative: “Ms. Golden, I’m so sorry the camcorder hasn’t been processed yet.

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.

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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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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.

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.

What’s New for Spring – LinkLive 2018

Revation Systems

LinkLive, our flagship contact center platform, is fundamental to what we do — and through it, we can offer integrated features and capabilities to help you better connect with your customers and patients through the mediums that matter most to them.

Step By Step Guide To Improve Customer Service Skills

Dialer 360

Customer service interaction is always a priority of call centers where the main spotlight is given to improve customer service skills.

Bring Quality Standards to Life with Calibration and Coaching

Brad Cleveland

Quality standards come to life when they guide behavior and enable us to deliver consistent high-quality service. Calibration is an important tool for ensuring consistency in interpreting performance. It also makes coaching far easier.

Automate Business Workflows with Real-time Communication and Intelligent Bots


The collaborative power of embedded communications and the efficiency of bot automation can yield significant increases in workplace productivity. The cognitive resources that artificial intelligence can bring through bot integrations can take productivity to an even higher level.

Gabbyville Review & Virtual Receptionist Comparison

Abby Connect Virtual Receptionists

We know, understand, and appreciate that every business has unique needs. That’s why you should be able to choose the service that works best for you. Tips & Tricks


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.

Hear from Top Customer Experience Experts – Plan your Interactions 2018 Agenda


The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview ! We made sure to choose topics that are top of mind for any customer service organization AND we brought the best industry experts to deliver them.

Detecting Dissatisfied Customers with Call Center Integration for Zapier

Bright Pattern

We all know that the No. 1 cause of consumer churn is poor customer service, even above high cost. What’s more, businesses are well aware of the fact that it costs more to find new customers than it does to retain current customers. surveys KPIs sentiment

Why Don’t Organizations Understand Their Customers?

Beyond Philosophy

Too many organizations don’t know what customers really want! They blindly undertake research and then wonder why the rest of the organization ignores it. Colin Shaw & Professor Ryan Hamilton discuss why this is the case and what organizations should be doing to ensure success. The post Why Don’t Organizations Understand Their Customers? appeared first on. Podcast