August, 2018

5 Benefits of Collecting Metrics to Identify Common Contact Reasons


No matter what industry you serve, chances are your customers have high expectations. As a contact center, it is your primary responsibility to understand and manage customer expectations. That includes determining if customers feel their needs are being met on every call.

5 Coaching Techniques That Will Move the Needle

Customer Service Life

This article was originally published on the ICMI blog on June 13, 2018. Click here to read the original.

3 Ways the Best Brands Do Omnichannel Right


Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey.

Six Critical Principles Businesses Are Ignoring – Are You?

Beyond Philosophy

A theory is great. It gets you thinking, designing and planning. However, unless you take all the theory and the work you built around it and implement it, it is entirely useless. Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. The concept of implementing the plans you make from theory is significant to me. It began back in my executive position at British Telecom.

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.

This Is What Destroys Contact Center Morale

Call Center Coach

Your company culture is on the wall, written in your mission statement, part of the company vision, it’s in your core values and it’s communicated. And this is what destroys contact center morale? It is a problem if your leaders do not live out these perceived commitments through their behaviors.

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More Trending

The Best Advice for Contact Centers in 2018: The Experts Weigh In


It’s a noisy little planet we live on. In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. It’s simply become too loud.

Here’s What’s In the Mind of Your Unreasonable Customers

Myra Golden Media

When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to enter a fray. To customers, it’s them against you. Visually, it’s like this. There’s a brick wall between you and your customer.

Best Practices When Choosing Healthcare Call Center Companies


Are Your Customers About To Dump You?

Beyond Philosophy

I have had the same mobile (cell phone) company in the UK for around 25 years. However, I am about to leave them—and they don’t know it. With my imminent departure on the horizon, I wondered how do organizations avoid customer defection?

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.

Contact Center Agent to Supervisor Success Path

Call Center Coach

CLICK HERE for large image. Being able to accelerate the path from successful contact center agent to supervisor success is a top priority in the contact center industry. Some may contend it’s always been a priority. But now we could be entering a crisis scenario.

Four Best Practices for Onboarding New Contact Center Employees

Contact Center Pipeline

Hiring and onboarding new employees are processes that no contact center manager takes lightly, especially since high agent turnover remains a top challenge. Compounding this challenge is the fact that many new employees lack the appropriate skills and support required for long-term success.

T-Mobile: No Bouncing, No Bad Bots, No BS


Yesterday at a media event in Charleston, South Carolina, the CEO of T-Mobile, John Legere, revealed their next big move. My initial thought was what could possibly be a bigger move than offering free Netflix ?

What You Can Learn About Chat From Amazon’s Chat Agents

Myra Golden Media

Last week I worked with a fantastic new client in Cleveland on the chat customer experience. After my workshop in Ohio, I chatted with Amazon about a problem with my Kindle Oasis. I immediately made screenshots of my chat and sent the images to my Cleveland client.

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.

How to Make Your Agents Feel Like They’re on Summer Vacation


Just like me, you probably remember dozens of random 1-800 phone conversations with Johns, Jacobs, or Janes. They have called us from contact centers in the middle of the work day, when we ourselves were working on getting through that jerk chicken during a barely 15-minute lunch break.

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Leading Your Customer to the Right Choice

Beyond Philosophy

Choice Architecture, a principle that psychologists have studied for decades, is the concept that describes how the presentation of information affects people’s decision-making. Framing is the tone you use to present your options. How you frame the choices changes your results.

Why the best contact centers ignore survey scores

Call Center Coach

I believe in the human spirit and that we can overcome some of the most difficult obstacles with the proper mindset and approach. When it comes to improving survey scores, most contact centers have way too many obstacles and paths in front of them, so they need to learn to take a path less traveled.

What to Consider Before Buying WFM Software

Contact Center Pipeline

If you’re in the market for workforce management (WFM) software and you don’t know how to get started, consider these two approaches: Use a WFM request for proposal (RFP) questionnaire with multiple vendors.

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

Are You Getting the Most Value from Your Data?


You may remember the BASF commercials back in the 80’s and 90’s that always included the tagline “ We don’t make the products you buy, we make the products you buy better. That line always stood out to me and I recently realized why. That line reiterates a core reason why companies partner with us and trust us to develop their customer experiences.

Try These 2 Things To Foster Rapport Over the Phone with Customers

Myra Golden Media

For all of my customer service workshops, I like to arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. In the past, I’d just hang out in the back of the room, and I’d approach the front only after I was introduced.

How to Create Good Customer Service Goals

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 and affiliated sites. "I I have six minutes to solve their problem, and it's not enough time."

How Do I Evoke Customer Emotions?

Beyond Philosophy

Colin Shaw and Prof. Ryan Hamilton explore the study of customer emotions and how they influence customer experience and tendencies to buy. Explore the latest academic studies and how researchers have evoked specific emotions, what they mean, and how you can use them.

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.

It’s time to replace your contact center duct tape and bailing wire

Call Center Coach

“Just hold it together for one more year!” I had an operations-day flash back for a moment thinking about needing to squeak out every inch of life from my systems. Upon reflection, I also remember the downside of holding on too long to systems and how much time, energy and frustration that created.

2018 Contact Center Technology Survey Reveals Critical Needs

Contact Center Pipeline

Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years since we reached out to contact center professionals to take stock of their technology views.

4 Social Media Services Contact Centers Provide Businesses

Outsource Consultants

A recent article by Manuel Solis discusses customer engagement. Not just a company’s attempts at engaging with their customers, but customers engaging with the company as well.

The average phone call with customers lasts two minutes longer than it needs to.

Myra Golden Media

I read that the average customer service call lasts two minutes longer than it needs to. And from personal experience in my own business and my years of customer service work, I believe this.

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.

Enabling A Great Experiences Is Now Imperative: The Cloud Is a Key Enabler

Bright Pattern

One of the most compelling reasons to transition to the cloud is that customer satisfaction levels depend on it. Digital leaders such as Amazon, Apple, and Uber continuously deliver a simpler, more immediate and individualized customer experience (CX).

How Small Things Have Big Influences on Customer Behavior

Beyond Philosophy

Non-conscious influence has a significant effect on your customer’s behavior. Non-conscious influences are stimuli of which a customer is not aware. What’s more, these non-conscious influences exist in your Customer Experience even if you haven’t been deliberate about your design of them.

Hurry and Disrupt your Customer Support Experience

Call Center Coach

You just might need to face the fact that you are unable to move as fast as your customers want. But it might not be your fault.