Contact Center Geek

What Metallica Can Teach Us About Customer Experience

Contact Center Geek

Lessons on Customer Experience are all around us, if we just look for them. All of us, after all, are customers first. Metallica, the metal band that has been around since the 1980s, could teach us all something about Customer Experience.

Matt Beckwith on the Fast Leader Show

Contact Center Geek

Matt Beckwith considered leaving his contact center job because he felt bogged down by the things he didn’t like about the job. He almost left, and then his boss asked him some very insightful questions that helped him find clarity almost instantly. link] Permalink. people

Contact Center Predictions in Three Sizes

Contact Center Geek

This article originally appeared on The end of the calendar year often brings with it the inexorable look into the crystal ball. It seems everywhere you look there is someone touting that they know what the future holds.

How to Scale Your Culture as Your Contact Center Grows

Contact Center Geek

This article originally appeared on What is culture? In my mind, it is the principle that will guide employees to behave in a certain way - the operative term being, guide, not force. Culture is also the sum of all behaviors of all employees. It is intangible.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

What Comes Before "The One Number You Need To Grow"

Contact Center Geek

Guest post by Andrew Gilliam About six months ago, the survey that I've been working on for almost two years went live. It's the first step toward revitalizing our Voice of the Customer program.

Frost & Sullivan Customer Contact West 2018

Contact Center Geek

This year’s Customer Contact West conference was held at the Arizona Biltmore in Phoenix. I really enjoy this event every year. It’s a smaller conference, I believe around 350 attendees, but the events and content are huge! The format of the sessions are great.

How To Stand Out As A Customer Experience Change Agent

Contact Center Geek

I am a podcast junky. I devour podcasts. Funny podcasts, serious podcasts, and, of course, podcasts centered on my passion for contact centers and improving customer experience. One of my favorite shows is Crack The Customer Code hosted by two CX rock stars: Adam Toporek and Jeannie Walters.

How to Make Performance Metrics Truly Matter

Contact Center Geek

This article originally appeared on ICMI. As contact center leaders, we are always in search of the best way to effectively manage our operations, which can simply translate to how well are we managing costs. But our job is far more than just "managing costs".

Fast Food Wars: The Battle of Social Service

Contact Center Geek

Before I begin, I want to tell you a love story. A story about how a man from Northern California fell in love with a chicken sandwich and those funny cows. Or at least, provide a little proof that it is not my intent to publicly shame the home of the best chicken sandwich in the nation.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

"Follow the Leader", Featuring Matt Beckwith

Contact Center Geek

Has working in customer service made a positive affect in your personal life? The short answer is: absolutely! I’m not sure if I was drawn to work in customer service because of my natural curiosities and interests or if working in service has created who I am today. I suspect it’s a little of both.

Your Team Meetings Suck (But They Don't Have To)

Contact Center Geek

This article originally appeared on CallCenter Weekly. Contact centers of all shapes and sizes often have lots of similarities. One thing I have found to be true across most companies is this shocker: contact center team meetings suck!

Lean Six Sigma Tenets for the Contact Center

Contact Center Geek

Guest post by Walt Sweeny , Assistant Vice President Call Center at Provident Credit Union The wonderful thing about Contact Centers is that we get to measure everything that is important to our customers and team members.

Three Recruiting and Hiring Resolutions for the New Year

Contact Center Geek

This article originally appeared on Happy New Year! The new year often brings new candidates to the job market, so if you're taking advantage of that like I am, here are three tips to improve your contact center’s recruiting and hiring efforts.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Customer Survey Lessons

Contact Center Geek

I have been called a glutton for punishment because I call a contact center every day of my career. No way. The lessons I've learned calling other contact centers have proven invaluable. I wouldn’t have had the career I’ve had without the years of “competitive analysis”.

Customer Service Appreciation Week 2017

Contact Center Geek

Did you know there is an official Customer Service Week to highlight the work of customer service employees? Customer Service Week is not specifically only for contact centers but many across the country have adopted it is their own holiday.

What a Dinosaur Taught Me About User Adoption

Contact Center Geek

Throughout my career I've been part of many new technology implementations. An important element to nearly all of them has been successful user adoption.

AHT - You're Still Doing It Wrong

Contact Center Geek

Contact center managers, you are still wrong about AHT (Average Handle Time, also known as Agents Hate This ). Maybe not all of you are, but for sure, many of you are. I know what you’re likely asking, how would you know if you’re wrong about AHT? Here’s a simple test.

How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

Rethinking Traditional Contact Center Quality Monitoring

Contact Center Geek

Permalink. processes people

Breaking the Ice Episode #42: Innovative Contact Centers & Giving Back w/ Matt Beckwith

Contact Center Geek

Permalink. people processes

The Hexahedron of Quality

Contact Center Geek

Here's a bit of call center humor, in the spirit of Throwback Thursday. And buried in that humor is a lesson that continues to stay with me. Let me answer your first obvious question. Yes, it is acceptable to do a "Throwback Thursday" post on LinkedIn.

The Effortless Experience - A Must Read for Contact Center Managers

Contact Center Geek

A fellow Nor Cal Contact Center Association steering committee member recently recommended the book "The Effortless Experience" by Matthew Dixon, Nick Toman and Rick DeLisi. I loved it. If you work in a call center, or provide service to customers, this is a must read.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Your Customers Are Already Texting You

Contact Center Geek

Today was day two of PesTech3.0 , a three-day conference dedicated to connecting industry leaders to discuss technology trends in pest control.

No! No! No!

Contact Center Geek

I make calls to call centers nearly every working day. On purpose. And I enjoy it! Yes, you read that correctly. I actually go out of my way to call at least one call center each working day. I have been doing this for more than 15 years and I still get crazy looks when I tell people I do it.

Customer Service Week

Contact Center Geek

As a call center manager, Customer Service Week is a lot of fun! Celebrated every year during the first full week of October, this is a chance to show my appreciation to the people that take calls and, often, get closer to our customers than anywhere else in the business.

It's So Hard To Say Goodbye (But It Shouldn't Be)

Contact Center Geek

Here's a question to my fellow call center and customer service colleagues: have you re-evaluated your company’s cancellation procedures in light of the recent Comcast cancellation fiasco ?

How Retailers Can Drive CX Excellence Through Store-Level Execution

Speaker: Jere Matthews, VP, Operations at Rutter's

Join Intouch Insight and Rutter's on October 25 at 2pm EST to learn how one of America's favorite convenience stores delivers on their brand promise.

Thanks For the Toilet Seat Covers

Contact Center Geek

What comes to mind when you hear the word “ management ”? Princeton defines management as “the act of managing something” and “those in charge of running a business”. When I hear the term “management” used to describe a group of unnamed people, I think of toilet seat covers. Specifically, I think of toilet seat covers in public restrooms. Sometimes the packaging reads: “Provided by the Management For Your Protection”.

Why You Must Create and Sustain a Customer-Centric Culture

Beyond Philosophy

Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric.

How to Disrupt Your Competition


Is CX Dying? 7 Ways to Save Customer Experience at Your Organization

Beyond Philosophy

I am concerned. I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them


From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance.

Make This Small Change For Big Results

Beyond Philosophy

We all have a Status Quo Bias when it comes to decision making. Also called Status Quo Inertia, the Status Quo Bias is our preference to keep things the same or maintaining a previous decision.

8 Key Stats to Prove Customer Experience Delivers ROI

Beyond Philosophy

James Carville, political commentator and media personality coined the phrase, “The economy, Stupid,” for Bill Clinton’s 1992 presidential campaign. Carville was talking to the team at the time to help them focus on the key messages for Clinton’s campaign.

Are You Listening to Your Customers – Or Driving them Crazy?

Beyond Philosophy

Not too long ago, I had a minor outpatient procedure at a hospital. When I checked my email the next morning, there was a survey from the hospital. What did you think of your anesthesiologist?”. My first thought was that I didn’t die during the procedure, so he must have done a fine job.

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.