June, 2021

Why You Should Be Proactively Firing Customers Without Hesitation

Beyond Philosophy

In my early career, I never thought I could fire a customer. I felt like if a customer wanted to be a customer, I should let them. However, I have changed my opinion over the years.

5 Incentives for Call Center Agent Engagement


Keeping your staff motivated and satisfied in their work is vital to contact center performance. Studies show that agent engagement is linked to increased profitability, better employee performance, employee retention, and employee empowerment.


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The Sustainable Work-From-Home Contact Center: Unify Human and Digital Communication and Collaboration Tools

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.

National Customer Service Week 2021!

Myra Golden Media

Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! This year’s theme is, Celebrating the Heart of Service. And I’m facilitating five online video sessions!!!

Customer Satisfaction in the Digital Age

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?

5 ROI-Based Strategies Proven to Drive the Adoption of Visual Assistance


Visual Assistance is Powerful – If Adopted. Visual Assistance is an increasingly popular technology that enables enterprises to provide remote support to end users.

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In The News: 3 Stories That Give Insight to Improving Your Customer Experience

Beyond Philosophy

What do the European Super League failure, vaccine passports, and businesses trying to dodge taking political sides have in common. They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience.

Please Don’t Discount the Inexperienced

Steve DiGioia

This past weekend I helped a friend of mine and served as the maître d for an event of 200 people that he was hosting (it was great to get back to my “banquet” roots).

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Creating a Sustainable Work-From-Home Contact Center

Contact Center Pipeline

The sudden shift from on-premise to work-from-home (WFH) last year was an eye-opening experience for contact centers and employees alike.

Choose your battles wisely – Conflict Resolution Training for Managers

Myra Golden Media

For Jack Cooper University , I produced a ten week conflict resolution training. Jack Cooper’s managers are ready to preempt escalations and manage conflict. Here’s our week eight video training. I loved every minute of this interactive training project!

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

4 Innovations Enabling Truck Roll Optimization


It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot. Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. Sure, they divert your workforce from more strategic tasks. .

Congratulations to our LISTEN UK 2021 Award winners!


During the CallMiner LISTEN UK 2021 Virtual Series, we had the honor of announcing the LISTEN UK 2021 Award winners. Read more about the successes of African Bank, British Gas and Hoist Finance UK

This Is One of The Most Powerful Marketing Tools: Peoples’? Aversion to Loss

Beyond Philosophy

I downgraded one of my online subscriptions recently. I noticed in the process that not only did the platform tell me about all the features and benefits I would lose access to by downgrading, but they put it in red typeface AND had me check off a box for each item I was losing.

With Regulation Coming, it’s Time to Take a Closer Look at How You’re Implementing AI


What do Facebook, a COVID19 prediction model, and Bronx Honda all have in common? All three were specifically referenced in a recent announcement by the Federal Trade Commission aimed to encourage “truth, fairness and equity” in the use of AI.

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The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Top 3 Trends for the Future of Contact Center Training

Contact Center Pipeline

The world of contact center training is complicated. Trainers are responsible for helping the onboarding process run smoothly for new agents by delivering the best possible training program tailored to the training class and industry.

6 Ways to Boss Customer Service Calls

Myra Golden Media

GET MORE IDEAS LIKE THIS. Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

EVE Cortex: The first scalable visual AI assistant in the industry


The pandemic was the catalyst that pushed many service organizations to re-think the way they interact with customers.

25 tips for optimizing your contact center's QA practices


Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tips on optimizing QA practices

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

In the News: 3 Stories That Give Insight to Improving Your Customer Experience

Beyond Philosophy

You might not realize it but the failure of the European Super League in soccer, the pros and cons of vaccine passports, and a brand that took a political stand and paid the price for it all have something in common.

Developing a Quality Mindset Through an Internal Self Assessment Program


One might view the rigor and structure of a health authority inspection (i.e. an FDA audit) as a strange tool to use within the contact center space, but Jaedeanne Shaver and her team did exactly that in Alcon’s US Customer Service department and have been reaping the rewards ever since.

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Is It Time to BYOC (Be or Bring Your Own Carrier)?

Contact Center Pipeline

The continued shift from on-premises to SaaS-based cloud offerings extends across businesses and industries of all sizes.

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Watch this before you talk to your next angry customer (3 Keys to De-escalating)

Myra Golden Media

Is your team dealing with increased irritability from customers? Do your people struggle to get angry customers to back down? If so, have your employees watch this video before they talk to their next angry customer.

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

Technician Dispatch in 2021: 4 Fresh Approaches to Cost


Technician dispatches, known colloquially as “truck rolls,” are considered a necessary evil for many service organizations. If a customer has a need for service, the organization must dispatch a technician to deal with the issue, whether they like it or not. And they don’t like it.

Customer Centricity Panel Discussion

Peter Lavers

Customer centricity is a term that has been around for a number of years, but what does it mean in a business-to-business environment and how do we turn the words into a change in the way in which our businesses are run? Alan Thompson.

5 Rules For Ensuring Behavioral Science Works For Your Business

Beyond Philosophy

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. The concepts behind behavioral science are powerful stuff.

Start Working with Two Arms…


For too long, contact center leaders have been trying to operate their business with one arm tied behind their backs.

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Customer Service De-Escalation Techniques

Nobelbiz Guide: Customer Service De-Escalation Techniques

Contact Center Pipeline Magazine: Inside Our June 2021 Issue

Contact Center Pipeline

Remote Work. Work from Home. Work from Anywhere. I don’t think these are pandemic or trendy business practices. Many organizations embraced remote work teams prior to Covid, but what an acceleration! I think these strategies will continue to be a part of our culture moving forward.

The importance of embracing business performance improvement (BPI)


Business performance improvement, powered by insights from customer conversations, makes it possible to connect the dots between insights and action. Read our blog to learn more


How to Handle Difficult Customers

Shep Hyken

Not long ago I covered six ways to handle angry customers. Often an angry customer and a difficult customer are the same. But that’s not always true. Sometimes difficult customers aren’t angry. They are just tough and demanding.