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.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Treat Your Employees Like Rock Stars


When you treat employees like rock stars, they will treat your customers like rock stars. That is what employee engagement is all about. Great leaders have preached that when you treat your employees well, they treat their customers – and fellow employees well.

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More Trending

What Makes A Great Leader?

Call Center Weekly

By Kathy Holdaway Good leaders make people feel that they're at the very heart of things, not at the periphery. Everyone feels that he or she makes a difference to the success of the organization. When that happens people feel centered and that gives their work meaning. Warren G.

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.

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."

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?

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

The Convenience Question: How Easy Am I to Do Business With?


Over the years I’ve taught a concept I refer to as the One Thing Question. This is a very simple question to use in a survey as a follow-up to the simple survey question, like the Net Promoter Score question (NPS).

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.

Attitude: The Missing Attribute in Contact Center Hiring

Call Center Weekly

Let’s face it; hiring new personnel can be a long, arduous task. Prior to announcing an opening, the job description must be created and approved. Recruiting efforts must be discussed with HR to ensure the best candidates are brought to the forefront.

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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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.

Best Practices When Choosing Healthcare Call Center Companies


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.

Don’t Blame Me. I Just Work Here.


I can’t make this “stuff” up. It really happened! The other night I was at a very nice – and very expensive – steakhouse restaurant. This place was top rated for their steaks and seafood. We all ordered a salad.

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.

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.

Who Should Manage Your Company's Social Media?

Call Center Weekly

By Sean Hawkins Who should be in charge of your company's social media, Customer Service, Marketing, or perhaps Sales? For organizations wanting a positive and meaningful presence on social media, this question must be answered with thoughtful consideration.

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 ?

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.

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.

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.

Amazing Business Radio: Bob Baker


Amazing Customer Service Tips From A Doctor. Techniques from the stage to optimize the patient/customer experience. Shep Hyken sits down with Dr. Bob Baker.

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.

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.

Delighting Your Customers On The Go Using Live Chat Mobile App

ProProfs Blog

Delightful customer experience! A motto every company wishes to follow and abide by at all times. But is it really possible? Guess what, statistics like: Annually US companies lose $62 billion due to bad customer service.

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.

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.

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.

Try the Coffee


Someone once said that if you want to know if the company is treating their employees well, try the coffee. The coffee? Really? Okay, I get it. One little detail can give you a glimpse into a much bigger picture.