Who Runs the Contact Center? Three Female Contact Center Leaders Talk Challenges, Opportunities and the Power of Authenticity


At this month’s Austin Contact Center Alliance luncheon, I had the privilege of joining two exceptional colleagues for a panel discussion on the role of women leaders in contact centers. I walked away from the event, which was packed with nearly 100 industry women and men, feeling inspired.

Five Reasons to Join the July 10 Webinar, “How to Design Your Contact Center to Be Customer-Centric,” with Forrester Research


The customer experience movement is rapidly taking hold in many enterprises. Is your contact center there yet? Customer experience that truly differentiates is a strong competitive advantage.

Digital Customer Experience Expectations Are High. Is Your Contact Center Rising to Meet Them?


The digital revolution is quickly (and continually) changing the expectations of today’s tech-savvy customers. And, consequently, enterprises are scrambling to adjust the way they manage customer engagement and experience. Amid the scramble, are you meeting expectations to deliver exceptional digital customer experiences? If a customer sends an email and follows up with a call, will your contact center agent know the customer has already reached out and how that interaction was handled?

Want to Elevate Customer Experience? Start by Driving Down Agent Stress


Workplace stress is increasing. And so are the sources of it. A survey by Northwestern National Life revealed that 40% of respondents say their job is “very stressful” or “extremely stressful.”.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Contact Center Leaders and Technology Experts Talk Challenges and Solutions for Better CX


Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help.

Tales of Two Contact Centers: Real-Life Stories of Cloud Migrations


While the number of contact centers migrating from traditional on-premises solutions to contact center-as-a-service (CCaaS) steadily increases, contact centers still exploring cloud options are considering their potential moves carefully.

Why Every Contact Center Leader Needs a Mentor (or Several)


There is a school of thought that the difference between good leaders and great ones is an appetite for learning. Warren Buffet’s 500-page-a-day reading habit is a good example.

Enterprise Connect 2019: Voices from the Exhibit Floor


If you were among the 6,500+ people who attended Enterprise Connect 2019, or have been reading about its insights, developments and announcements, you know there was much to digest from this year’s action- and information-packed week in Orlando.

Generation Disruptor: Optimizing the Influence of Gen Z on Your Contact Center


We’ve shared before that Millennial (born between 1981 and 1996) and Gen Z (born between 1997 and 2012) agents are having major impact on the way today’s contact centers operate. These two groups now make up the fastest-growing proportion of contact center employees. And savvy contact center leaders are paying attention.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

Investing in Your Contact Center: 3 Steps for Building a Strong Business Case for Finance


If you’re like many contact center leaders, you don’t give financial presentations often. In fact, you may only do it once a year around budget time. And, as a result, you may not be completely comfortable delivering high-stakes pitches to your finance team.

Contact Centers: It’s Your Moment of Truth (Infographic)


Reports that businesses are not delivering on their promise of an exceptional—or even a good—customer experience is not new. What is new is that customer demands and expectations have changed due to today’s digital transformation.

Looking Ahead: Five Contact Center Trends to Know and Use in 2019 (Part 5)


If you’re a contact center leader, there’s a lot about Millennials and Generation Z worth understanding. In fact, these younger generations just may be your contact center’s BFFs. That’s because, as the fastest-growing demographic of consumers and agents, their influence on your success is enormous.

Cloud Contact Center Architecture: Why Microservices Matter


As customer demands continue to evolve, it is no longer a surprise the impact that it can have on your organization’s bottom-line if you are too slow to respond. All businesses—no matter what industry—must strive to deliver the ideal customer experience.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

Why Is the Cloud Still the “Far Side?”


I’ve been in the software, telecom and contact center space for most of my career. One of the most surprising things I’ve found over time is that the cloud is still a new concept for many who manage and operate contact centers.

5 Tips for Better Customer Interactions in the 2019 Experience Economy (Infographic)


It’s been 20 years since James H. Gilmore and B. Joseph Pine coined the term Experience Economy to describe the shifting consumer appetite from commoditized products and services to complete brand experiences.

Beginning to Explore Cloud Contact Center Solutions? Here’s a Good Place to Start


For some technology solutions (customer relationship management (CRM), for example) the cloud is now the de facto standard. Its rise, however, did not happen overnight. In her recent research, Migrating to a Cloud Contact Center: Tales from the Far Side , customer experience industry analyst Sheila McGee-Smith points out that for contact centers, the move to the cloud has been slow compared to many other industries.

How to Engage Your Millennial and Gen Z Contact Center Agents


Every generation comes with its own preferences and habits. Millennials and Gen Z are no different. For years, contact center agents were largely run by Baby Boomer and Gen X agents. Accordingly, processes were created to best suit them. However, as many contact center managers know, those same processes may not work for their Millennial (born between 1981 and 1996) and Gen Z (born in 1997 and later) counterparts. These two generations now make up a growing proportion of contact center agents.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Hosted vs. CCaaS: Baby Step or Waste of Time?


Earlier this year, I had the pleasure of speaking to several Serenova customers about the different paths each had taken to a contact center-as-a-service (CCaaS) solution. The story of one company, a global food manufacturer we will refer to here as GFood, I found particularly informative. For about ten years, GFood had operated a premises-based unified communications system from one leading vendor and a contact center platform, also premises-based, from a similarly leading provider.

For Those Still on the Fence: A Few More Reasons to Attend Enterprise Connect 2019


In my last post, I shared 10 Reasons to Attend 2019 Enterprise Connect. But I’m guessing there are more than a few of you out there who may still be on the fence about it. Or maybe you were planning to go but are now considering shortening your trip because you’re concerned about being away from the office for several days. For anyone I haven’t yet convinced, here are a few more reasons to attend one of the biggest—and most important— contact center events of the year.

10 Reasons to Attend 2019 Enterprise Connect


Recently, we collaborated with Serenova’s VP of Customer Success, Jen Jackson, on the e-book, 5 Critical Actions for Successful Contact Center Leaders. In it, Jen, a former contact center executive, shares actional professional development tips gleaned from her successful career. Jen’s insights inspired me to consider my own professional development goals. I tend to devour new ideas and love the spark I feel when I learn something new.

Meet Serenova at Channel Partners Conference & Expo 2019


Next week, I’m heading to my third Channel Partners Conference & Expo with Serenova. As you might imagine, as VP of Channels in North America, I get to quite a few events in the partner community on behalf of Serenova. And while they are always enjoyable, I particularly look forward to this one.

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

How to Disrupt Your Competition


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.

Get Over It and Move On


Something bad happens. There’s nothing you can do about it. It happened—and now you have a choice. You can let it bother you. Let it fester inside of you. Let it impact your mood. Let it ruin your day or your week. Make you irritable and not pleasant to be around. Or… you can get over it and move on!

Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business


This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

What Signals Are You Unintentionally Sending Your Customers?


I first came across this idea in the book Moments of Truth by Jan Carlzon , which I consider one of the most important books written on customer service.

Proactive Customer Support


Just last week I wrote about the concept of predictive customer support. Now, we take a slightly different angle with the concept of proactive customer support. The concept is simple. The company reaches out to the customer before the customer has a chance to reach out to the company.

Walking In Your Customer’s Shoes


You may have heard the expression, “Take a walk in your customer’s shoes.” The idea is that you put yourself in the customer’s position and see the situation through their eyes. This is good advice for those who have customer-facing responsibilities.

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Predictive Customer Support


In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called for help. A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

How to Boost Your Quality Monitoring with Calibration – And Why You Must

Myra Golden Media

When my daughter was 13, we re-did her bedroom to give her a teenage look. She picked out modern furniture from Ikea, lovely bedding and fun art that perfectly matched her style. Six years later my teenage son, now 16, pointed out, “You guys owe me a new room.

Guest Blog: The Customer Experience’s Impact on Customer Churn


This week we feature an article by Nick Glimsdahl who writes about how customer retention should be a priority and how to avoid losing customers. Successful companies make it a strategic priority to retain customers because they know retention has a significant impact on their bottom line.

5 Top Customer Service Articles for the Week of July 1, 2019


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. Is Customer Service The Same As Customer Experience?

Amazing Business Radio: Michelle Hayward


The Five Core Values of Company Culture. Creating Amazing Customer Experiences From the Inside Out. Shep Hyken interviews Michelle Hayward. They discuss how to create and cultivate the core values and culture that keep companies strong.

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.