Tue.Jul 16, 2019

Amazing Business Radio: Cameron Mitchell


“Yes” is the Answer; What is the Question? Putting People First to Achieve an Exceptional Customer Experience. Shep Hyken interviews Cameron Mitchell, Founder and CEO of Cameron Mitchell Restaurants. They discuss Cameron’s customer service philosophies and his new book, Yes is the Answer!

Revisiting Contact Center Schedule Adherence

Contact Center Pipeline

When you find someone in a contact center who is passionate about schedule adherence, it’s a good bet he/she is (or once was) a member of a workforce management team (WMT).

The Surprising Effect of Choice Architecture on Your CX

Beyond Philosophy

I live in Sarasota, Florida, and recently, there have been some interesting changes to the public benches. Halfway along the seat, there are armrests. At first, I thought it was to make them more comfortable than they were without an armrest in the middle.

Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers

Myra Golden Media

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. One way I do that is by teaming up with the company’s Quality Assurance team.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook today, and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics!

Why You Should Focus on Nurturing the Customer Relationship


The digital transformation of business has created a customer-centered economy where customers seek short-term commitments and value choice, flexibility, and personalized service. This has irrevocably changed how enterprises need to approach customers.

More Trending

5 Things People Overlook When Building Support Strategy


Listen to what your customers have to say, and make sure you have a clean-cut process to track customer insights that everyone in your company is able to access.

Artificial Intelligence Is Designed To Learn, So Start Letting It


This article originally appeared on behalf of the Forbes Technology Council, a community for world-class CIOs, CTOs, and technology executives. Read the original post here. thought leadership

The Best Phrases for Taking Ownership of Service Failures

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Customer service often involves solving problems we didn't create.

A Call Center Glossary: The A-Zs of Call Centers


Often, we use terminology and abbreviations that we become accustomed to in our everyday lives, especially within the call center space.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

10 Reasons to Locate Your Contact Center in the Friendly North


Looking for an onshore contact center partner? One that can wow your customers while simultaneously delivering an unparalleled ROI? Your answer may just lie to the friendly north.

Easy Steps to Optimise your Homepage for Lead Conversion


What is the aim of your homepage? Conversion and education are key points to optimise your homepage in B2B marketing. But you need to be realistic and think about why people may visit it. The most likely reason is to gain a better understanding of what your business is about.

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5 Reasons IT Pros Should Deploy Video Collaboration Solutions


Gone are the days when the IT department was relegated to the bottom floor of an office to perform tasks that few in the organization understood. IT professionals today are the innovators, troubleshooters, cyber security watchdogs, data masters, and business process experts of the organization.


Intelligent Automation, Mobile, and Customer Support for Millennials and Generation Z


UJET’s Connor Sutton, Team Lead of Customer Success, participated in Destination CRM’s Digital Transformation: From Call Centers to Customer Engagement Centers webinar. His section discussed the need to intelligent automation and how customer support must look at mobile as a primary channel.

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The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

What is Call Center Performance Management?


What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents.

CSM from the Trenches: Mentors – Nina Wilkinson, Director of Customer Success, AspireIQ


Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.

The smart move towards enterprise mobility


I recently came across an article about the growing use of mobile solutions, such as smartphones and cloud-sharing apps, and how they are changing the corporate landscape.



A “Fly-By-Night” for over 35 Years. We’ve been a fly-by-night for over 35 years. The little company that could, and does, for over 35 years is turning 36 this summer. Still under the same founder, still made in America, still used throughout the world, and still evolving to provide the best WFM system — ever. We serve some of the largest businesses with our products as well as some of the smallest.

How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

The Advantages of Analytics-Enabled Quality Management

DMG Consulting

The Advantages of Analytics-Enabled Quality Management. For most of the past 40 years, contact centers have performed quality management (QM) the same way. Calls are identified for evaluation from recordings, and then a QM specialist listens, assesses and completes a monitoring form for each of them. While traditional QM applications have been enhanced over the years, the QM process remains highly manual, even in the best of cases. QM Challenges.

Why You Should Focus on Nurturing the Customer Relationship


The digital transformation of business has created a customer-centered economy where customers seek short-term commitments and value choice, flexibility, and personalized service. This has irrevocably changed how enterprises need to approach customers.

Will AI Impact the Contact Center?

Strategic Contact

We embarked on a fun little survey this spring to gather input on the future of the contact center. Because AI is a hot topic, we focused particular attention on this widely hyped enabling technology. We asked people to weigh in on what impact they think AI will have on contact centers in the next.

Branch uses Mastercard Send™ to push funds instantly to U.S. debit cards

Branch Mesenger

Nearly 80 percent of hourly workers experience some degree of pay variance from week to week and 75 percent have less than $500 saved for an emergency. We understand that an unexpected emergency or bill timing can derail finances.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

What’s the difference between customer journey mapping and customer journey analytics?

DMG Consulting

Question: What’s the difference between customer journey mapping and customer journey analytics? Answer: Customer journey mapping provides enterprises with a visual representation of the touchpoints that prospects or customers traverse when interacting with their organization, from the first touch through the last.

Why QA is Essential for Customer Experience

Hero Digital

In the current customer experience (CX) landscape, companies are aiming to create emotional brand connections with customers. But experiences can’t be meaningful if they aren’t frictionless. To achieve that standard, it’s important that companies don’t forget the importance of quality assurance (QA).

Dialers: Power & Predictive


As promises are made not be broken, in this post we will continue talking about dialers, specifically about the Power and Predictive dialers. . Power Dialer. Power dialers are the most traditional type of dialer and the most commonly used. A power dialer works around the idea of “Overdial” what this means is the system will make more calls then you have agents available.

How to get employees on board the AI & Bots train

TELUS International

People and Culture


Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

5 Key Emotions to Ensure Customer Loyalty

NICE inContact

We think it’s important to strike a balance between automation and a human touch in digital customer service. Sure, we live in a world that increasingly relies on technology, but we believe this only emphasizes the qualities that are particular to human communication, not replace them. The connections between customer experience and loyalty are clear. Let’s take a closer look at the actual emotions that inspire loyalty.

The Five New Building Blocks Of Customer Experience Success


By Ryan Hollenbeck, Senior VP, Verint. This post was originally published at the Forbes Communications Council. Successful brands often have something in common: They exceed customer expectations. If you ask me, CX Best Practices CX Strategy ROI of CX

Conversations’19: First Global Series in Africa Leg


The landscape of contact center technologies has changed over decades and with customers becoming more informed and tech-savvy, the face of customer service demands more than just a query resolution over a call. Africa is not far behind in the adoption of technological transformation.