Thu.Jul 05, 2018

Deliver Performance Scores Directly to Your Agents


When it comes to improving efficiency, many call centers choose to record phone calls and track average handle time , and first call resolution rates. The less effort required on every call should lead to agents being able to assist more customers.

How Digital Transformation Is Reshaping Every Industry


How Digital Transformation Is Reshaping Every Industry. By James Waite, HGS Head of Marketing, Europe. How many industries can you name that have been completely reshaped by a market entrant tearing up the rules? There’s, of course, the smartphone industry.

Inside View: Delta Vacations’ Customer Engagement Center

Contact Center Pipeline

Most companies—and contact centers—have traditionally operated on the principle that the rules of the workplace always outweigh the needs of employees. Few companies have managed to break away from that model, but those that do generally find that partnering with employees to meet business objectives leads to a much more satisfying work environment and greater […].

5 Disastrous Mistakes when Dealing with Difficult Customers

Customers That Stick

Let’s just say it right here at the start — dealing with difficult customers stinks.

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.

Why Service Leaders Need to Be Role Models

Toister Performance Solutions

The exact words the restaurant manager used were, "I'm not arguing with you." Funny, because arguing was exactly what he was doing. My wife and I were celebrating the wrap of filming for my latest training video at a nice steakhouse.

How to Think about Chatbots in a Big Picture Kinda Way


What does the future hold for customer service? A common theme in answer to this question is, “Improvements in automation and self-service will erode the importance for call centers.”

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How to Measure (and Improve) Customer Happiness


Decades ago, when business was mostly done in person or over the phone, it was easier to grasp a customer's satisfaction level. Happy customers smiled and said, “Thanks, see you next time.” Happy customers shook your hand and left good tips. They said things like, “You know, I told my brother about this place,” and so on. Customer Experience customer service cloud-based contact center customer satisfaction rating Net promoter score customer effort score

Into the Unknown! The parallel universe of self-publishing – the experience of publishing a book about customer experience!


Regular readers of my blog know that being a customer experience specialist does not protect me from encountering lacklustre, frustrating and sometimes embarrassing experiences as a customer of the organisations I interact with.

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Focused CX: Omnichannel Doesn’t Have to Mean Every Channel

Outsource Consultants

Gerry Brown discusses phone apps in his article , specifically how challenging it can be to connect directly with a customer service agent through live chat or phone call.

AI - is it Really Artificial? Our Latest BCStrategies Podcast

Jon Arnold

Big topic, and lots to discuss. That's what we covered in our current BCStrategies podcast. It's on the long side - about 50 minutes - but AI is kind of like that. There's so much to learn and so many perspectives, and hopefully you'll find this a good listen.


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.

The Continuum of Data-Driven Success

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Logi Analytics. It appeared on their blog on December 14, 2017. Data is just data until you do something with it, right?! That statement has plagued companies for a long time.