April, 2022

The Fine Art of Contact Center Management

Contact Center Pipeline

The earliest definition of contact center management that I know of came from Gordon MacPherson, founder of the Incoming Calls Management Institute (ICMI) in 1985.

Guest Post: Find Ways for Artificial Intelligence to Benefit Customers

Shep Hyken

This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. He shares how organizations can use data and AI-powered tools to benefit customers.


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5 Rules of How to Effectively Target Your Critical Customers

Beyond Philosophy

Marketers want to target specific customers to get them to buy their product or service. However, different customers want different things delivered in different ways—and for different reasons.

Detecting customer emotions with CallMiner


Detecting emotions is hard. It is hard for machines because it is hard for humans. Read this blog to learn why it is so hard and why the CallMiner platform is one of the leaders in the space

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Dan Fenton & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

5 Tips for Being More Transparent with Your Customers

CX Accelerator

I can remember it well. I was in charge of a contact center a few jobs ago and we were having our second outage in as many days. After service had been restored, I got a call from a customer.

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Executive Interview with LumenVox Founder & CEO Edward Miller

Contact Center Pipeline

What exciting times for our industry. Voice technology has come such a long way and according to my interview with Edward Miller, the Founder and CEO of LumenVox, we still have so much opportunity ahead with speech software. I love his vision for speech and voice biometrics in our contact centers.

EX and CX: The twin powers of a successful business

Myra Golden Media

How closely are the employee and customer experience related? Today, it’s becoming clear that you can’t have one without another. Happy, engaged employees help create great customer experiences that lead to greater customer engagement, satisfaction, and ongoing loyalty.

Our Customers Are Always Complaining About Our Prices. What Do We Do?

Beyond Philosophy

On a recent podcast, one of our listeners contacted us with a Business Pickle with which he wanted our help. Peter Harvey is in a Business-to-Business (B2B) organization. Their offering does not have the lowest price, and they have no plans to lower it. However, their customers keep complaining.

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Are You Letting Your Business Become Stereotyped? – Tip #39

Steve DiGioia

Stereotype: a widely held but fixed and oversimplified image or idea of a particular type of person or thing. Business stereotypes are preconceived notions that every customer has of your business. What do they expect when doing business with you? Are the expectations good or bad?

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2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

QUI QUOTE: Nobody raves about a company that meets customer expectations.

Bill Quiseng

QUI QUOTE: Nobody raves about a company that meets customer expectations. When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them.

I’m Not Going to Be Able to Make Payroll – Can You Hold Your First Paycheck?


was my first day of work as the Director of Operations for a contact center outsourcing company. I had been working about three hours when the CEO walked into my office and made a request that sent my head swirling. Vicki, I am not going to be able to make payroll this week.

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The New Normal: Navigating Change, Disruption

Contact Center Pipeline

The events of 2020 have shown us how everything can change practically overnight. Most people are now accepting that change will continue to happen. The ability to navigate and execute in an era of sustained change and disruption will then be the overarching contact center objective in 2022.

What is Contact Center as a Service (CCaaS)?


Contact centers are critical for customer experience, retention and acquisition strategies. But building and maintaining your own is a huge investment. Read this blog to learn the benefits of CCaaS

How to Efficiently Transform Your Customer Service Through AI

Speaker: Rana Gujral, CEO at Behavioral Signals

Automation can enhance productivity, management of volume, and leave agents with more energy to focus on meeting customers where they are. But how, exactly? Join Rana Gujral, CEO at Behavioral Signals, to learn the best ways to apply automation most efficiently.

Customer Satisfaction is at 17 year low. These stats tell you why…

Beyond Philosophy

I read a fascinating report the other day from Zendesk called The Customer Experience (CX) Trends Report 2022. I saw a dichotomy between what people are saying and what they are doing regarding Customer Experiences (CX).

A Breakthrough in Point Correspondence: Mitigating “Outliers”


Ever wonder how the human brain can compute distance? How far away is the highway exit, when exactly to step off the escalator, the exact position of the lips you want to kiss? This essential capability is known as depth perception.

Cyara + Botium: What this Exciting New Partnership Means for You


An Acquisition that Made Perfect Sense. Artificial intelligence is evolving rapidly, and it’s changing the way customers and businesses interact on every level. As more of these interactions move online, automated chatbots are becoming a mainstay in industries of all kinds.

Seek and Share Truth to Boost Employee and Customer Experience


This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge.

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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.

Treat Technology Partnerships Like a Marriage!

Contact Center Pipeline

In 1988 I wrote an industry article, titled “Life with Multiple Vendors”, which appeared in the Service Level Newsletter, published by ICMI. The message in that article underscored the value and importance of working together, as one team, to achieve operational success.

How to improve service level in your call center


Improving service level in your call center means aligning your technology and actions with your objectives. Read this blog to understand where you currently stand, what's needed to improve and more

Don’t Do This! Why Do People Fail to Understand Customers’ Real Expectations?

Beyond Philosophy

Many organizations do not know what customers expect from their experience and to their detriment. Understanding customer expectations is fundamental. Fail to meet them, and you have, well, failed.

3 Observations From Field Service Medical 2022


If you or a family member relies on an at-home medical device, whether an insulin pump, hearing device, or a CPAP machine, or any of the dozens of others, we know how incredibly convenient and in many cases, life saving these devices can be.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

7 Ways to Improve Customer Engagement on a Call


Customers are like family. You can't live with them, and you can't live without them. No matter how annoying or demanding they can be at times, you still need to do your best to keep them around. They are the reason why your business exists and continues to do so, which means you depend on them. '.

The Rut…


??Efficiency, Productivity, Resourcefulness. ?At At the end of the day, we’re always looking to make things in business run smoother and faster while maximizing throughput and potential revenue.

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Top 5 Posts in April

Contact Center Pipeline

Our top blog posts in April share a common theme with those from March. Our readers continue to focus on how to move forward in the new normal.

Technical basics series: Bayesian inference 101


All statisticians use Bayes’s theorem, even frequentists. What makes you a Bayesian is in how you interpret it. The CallMiner Research Lab breaks it down in this new blog


The 5 Stages of Account-Based Marketing — and How to Win Them All

Successfully complete the five stages of ABM: define, identify, engage, convert, and connect. We’ll show you how to create a unified system with your sales team to help them land more qualified opportunities and connect with prospects like never before.

A Deeper Look into Inbound Call Centers


In business, it’s important to provide exceptional customer service that beats out competitors in the same industry. Being responsive to every inbound request can truly set an organization apart from others that may be lagging behind in this department.

Learn the 3R Method to De-escalate Angry Customers


People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers?

5 Case Studies to Improve Your Customer Service


As more and more customer transactions occur virtually, the quality of online help desks and customer service support is becoming an essential differentiator for companies. An estimated 73% of consumers say a good experience is critical in influencing their brand loyalties.