Sat.Jul 10, 2021 - Fri.Jul 16, 2021

Becoming an Emotionally Intelligent Contact Center Leader

Contact Center Pipeline

We are now well into 2021, and I hope this year will be a much better year for all. It is interesting that, although 2020 was such a tough year with so many challenges, for some the silver lining was that they were able, or maybe forced, to get to know themselves at a deeper […].

How to Calculate Cost per Contact in the Call Center


There are many different call center metrics used to measure activity and efficiency. Key Performance Indicators, or KPIs, can be tracked through integrated phone systems and call center cloud-based technology.


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Why Contact Centres are looking at Onshoring Contact Centres again

Call Design

Over the past two decades, many Australian organisations have formed a large dependency on offshore contact centres mostly due to the fact that staffing costs are significantly lower than hiring staff in Australia.

These 20 Empathy Statements Will Straight-up Make You a Customer Service Boss!

Myra Golden Media

Download the empathy statements PDF and practice your first five empathy responses to customers. Grab your empathy sheet! Customer Experience Design

The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

Is Outsourcing Your Customer Experience Really A Good Idea or Just Wrong?

Beyond Philosophy

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control.

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Say Hello to the Cloud-Based Contact Center Solution to Drive Customer Delight


Are you taking calls, or are you helping customers? If you're honest, you likely struggle to meet the demands of today's customers — until now.

How to Say YES – Every Time

Shep Hyken

How do you say Yes to every customer request ? Is it possible? Is this customer service utopia? My friend Christine Trippi wrote a book titled Yes Is the Answer. And Cameron Mitchell, about whom I’ve written before, wrote a book with a similar title, Yes is the Answer. What is the Question ?

Your Every Move is Being Watched. Why Aren’t You As Scared As I Am?

Beyond Philosophy

I am learning to play guitar. However, I am not playing guitar for people. So, except for my good lady wife, no one gets to hear my latest Pink Floyd cover. That’s because we do some things in private that we don’t want other people to see. .

The Sustainable Work-From-Home Contact Center: Reduce Training and Onboarding Time with Visual Contact Scenarios

Contact Center Pipeline

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model.

Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

The Role of a Chief Customer Officer


The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations.

Guest Post: How To Keep Your Customers Attention With Great In-Store Experience

Shep Hyken

This week we feature an article by Daniel Bishop, the assistant editor and marketing consultant for ReallySimpleSystems. He writes about creating a better experience for customers when they come into a store. We all know that the retail landscape changed massively in 2020.

Your Every Move Is Being Watched! Why Aren’t You As Scared As I Am?

Beyond Philosophy

Some of you might know that I am learning to play guitar. However, almost none of you will ever hear my covers of Pink Floyd. In fact, that audience is quite exclusive, and includes only me and my wife Lorraine. That is because my guitar playing is something that I do in private, not public.

Working Through the Stages of Grief With Your Knowledge Base


Imagine you work at a startup where you’ve been in charge of knowledge management and internal communications for the past three years. In the first year, you created processes that got everything running smoothly. In the second year, you implemented a new knowledge base tool

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

Alorica Named A Winner of Comparably’s Best CEOs for Diversity Award


IRVINE, California, July 14, 2021—Alorica Inc., a trusted global leader in customer experience (CX) solutions, announced today that it won Comparably’s Best CEOs for Diversity Award.

The most direct cause of customer loyalty is…


We’ve talked about a lot of ways to build customer loyalty over the years, from first contact resolution, to more digital options, to staffing choices. But there’s one secret that all these strategies have in common—and it’s not what you’d expect.

5 Top Customer Service Articles of the Week 7-12-2021

Shep Hyken

Each week I read many 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.

Tips for High-Performance Team Leadership: A Team Planning Process

Integrity Solutions

Effective team leadership requires a blend of people focus and goal focus. While it’s rare that someone will have a perfect balance of the two, getting a clear understanding of your natural leadership style will allow you to adjust when necessary to be more flexible to the needs of your team members.

Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!

Understanding Customer Success: Growth Driven by the Customer-Centered Economy


Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. In the old days, growing your business was easy. Tell people about your business, get them in the store, sell them things, then look for more customers.

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Communication Endpoint Modernization


When people talk about endpoint modernization, everyone assumes that we’re referring to the elimination of hard physical phones. My response to that is a big MAYBE!

Shopify Bots: What are They and How to Add Them to Your Websites?


Shopify is one of the most widely used e-commerce platforms that have helped many businesses globally to go online by building their marketplace. It’s used by more than 800,000 vendors worldwide.

How to Navigate Customer Experience (CX) as Travelers Re-Emerge to Explore Destinations

Working Solutions

Travelers are on the road again, yet not everything is completely back to normal just yet. People are still concerned about COVID-19, for themselves and for others. A myriad of supply issues may keep some potential adventurers sticking closer to home, but the industry is coming to life again.

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

PPT Solutions Named a Great Place to Work for a Fourth Consecutive Year

ppt solutions

TULSA, OKLAHOMA, July 15, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, announced today it was certified by Great Place to Work® for a fourth consecutive year.

What’s Next for Your Contact Center? Preparing for the Post-Covid World


In a recent LiveVox webinar, we discussed the state of remote work in the contact center. According to LiveVox survey data, 3 in 10 contact center leaders are preparing for a return to the office.

How Does Adopting Contact Center Self-Service Get You $7.91?


Self-service support seems too good to be true. First, it saves you money (by helping customers to help themselves). Second, customers actually want to access support in this way. It’s not even hard to do. Most of the time you can set up knowledge bases and chatbots in a matter of days or weeks.

Telcos and SIM swap fraud: protecting consumers and mitigating risk exposure


Over the last several years, a number of high-profile SIM swap frauds have come to light: from Twitter’s Jack Dorsey in 2019 to Stefan Thomas, who lost his entire cryptocurrency investment in a SIM swap scheme.

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

Do Agents Require Hands-on Experience with your Products?


“Being able to fraternize with the customer and bring them along the support journey creates an unspoken bond.” ” Companies must set their support agents up for success.

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Educator Tamara Schroer Shares Secret to Her Success

Working Solutions

Tamara Schroer exudes enough energy and enthusiasm to light up a room. No, make that an entire house. Tamara was born in Kalamazoo, Michigan and grew up in the Chicago area. She met her husband in Omaha during graduate school.

What is Employee Satisfaction?


Employee Satisfaction (ESat) is a metric which measures how happy employees are in their job.