August, 2022

Your Contact Center Employees Aren’t Happy. That’s Why They’re Leaving.

Myra Golden Media

Many of the Chicago Midway airport newsstands were closed when I traveled through last week. It was 3 pm. I settled on a glass of wine at Reilly’s Daughter in the A Concourse. Typically, they serve food, but the kitchen was closed that afternoon.

6 Benefits of Real-Time Speech Analytics Contact Centers Cannot Ignore


Real-time speech analytics technology has tremendous potential to transform any collections-focused call center from the inside out. Read all benefits here


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Best Practices For A Powerful Professional Network: Part 6


Who of us wants to watch a football game where everyone stands on the sidelines? Or a baseball game where the players never leave the dugout. Your network offers a similar arena where value comes from active participation. Get in the game. Step onto the field.

4 Voice of the Customer (VoC) methodologies to gain valuable insights


VoC insight is crucial for organizations to increase growth rates and achieve business milestones. Read on to learn four methodologies for measuring omnichannel customer experiences

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

Enabling Excellent Omnichannel Experiences

Contact Center Pipeline

Customer service, but particularly support, has grown in importance significantly in today’s online world.

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Three best practices for effective call management


Effective call management is an essential step in boosting contact center efficiency. Read on for three best practices to optimize your call management strategy

Chatbot vs Live Chat: Can They Work Together in Harmony?


Picture your most turbulent day. You’re bogged down with this totally nonsense issue, customer requests keep stocking up in the live chat, and there’s no sign of the ending. I don’t know about you, but [ … ]. The post Chatbot vs Live Chat: Can They Work Together in Harmony?

4 Ways to Provide Personalized Customer Service


The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. Meetings and classrooms shifted to Zoom almost overnight. The pandemic pushed late adopters into new ways of shopping and interacting.

What Mixed Signals Do You Send Your Customers?

Shep Hyken

Then I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Carlzon’s definition of the Moment of Truth was: .

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

The Future Today! How to Build a Proactive Experience to Gain Growth and Save Costs!

Beyond Philosophy

On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively.

How to *Actually* Curtain Agent Attrition

Myra Golden Media

3…2…1…ready or not, here I come with a fantastic new webinar, “How to *Actually* Curtain Agent Attrition.” ” Gen Z is quitting jobs they say are toxic, and they’re leaving in droves.

Can technology help organisations meet the recent FCA Consumer Duty requirements?


With the introduction of the FCA's new Customer Duty requirements, brands must take an active stance toward assisting and protecting financially vulnerable customers

DaaS to the Desktops

Contact Center Pipeline

This past year’s holiday shopping season and ensuing post-holiday calls to customer service were among the most challenging that contact centers have ever endured.

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

Best Practices For A Powerful Professional Network: Part 5


You’ve heard me say the most powerful-- and overlooked-- tool in the contact center is your professional network. Some of the most underutilized ways to leverage your connections and colleagues come from engaging the internal aspects of your network.

3 Call Center Monitoring Best Practices You Must Know


With call recording and call center monitoring in place, you can identify areas where your teams are doing well and where you need improvement

What Is Your Personality Type, and How Does This Affect Your Success?

Beyond Philosophy

In the book, Quiet: The Power of Introverts in a World That Can’t Stop Talking , Susan Cain makes the case that the world values extroverts but that introverts also have strengths that people should not overlook.

Key Remote Support Capability Features To Check Off Your List When Selecting A Visual Engagement Provider


Making the leap from engaging with customers and agents via text and voice, to visual and live video is a big step. While COVID introduced technology laggards to Zoom, bringing instant, live video to the mainstream.

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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.

101 statistics on patient experience, satisfaction, billing and more


In the modern healthcare industry, quality patient experiences are more important than ever. Continue reading to discover 101 statistics on patient experience, satisfaction, billing, and more

Coaching Security and Compliance

Contact Center Pipeline

A call comes into my line at 5:50 pm, just 10 minutes before the call center closes, I do my greeting, and the caller requests to change his grandmother’s health plan selection.

The One With The Mad Max World of Travel Today


Recently, I had the opportunity to sit down with Mindy Lentz, Director of Customer Care at Hilton, to discuss the crazy world of travel today. In this episode, Mindy shared stories of the travel chaos.but more importantly, how it affects the Hilton agents.

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New Health Insurance Ruling Mandates Recording


Health insurance providers can no longer avoid recording their customer/prospect calls. It is now the law. CMS Final Rule 2023 (from Centers for Medicare & Medicaid Services - CMS) was announced in May of 2022 and stipulates new call recording requirements for health provider agents.

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

AI Is Just Opinions Written In Code

Beyond Philosophy

Artificial Intelligence (AI) is such a promising technology. It’s so exciting that I worry a little that people treat it like magic. However, it could be that magic is the wrong word.

New Data Shows Post Pandemic Impact of Customer Loyalty Resulting in Increased Likelihood to Churn from Poor Service


TechSee’s new research explores the impact of the pandemic on customer loyalty across the customer service industry.

Components of a modern VoC program


Leveraging VoC is an essential step in boosting customer satisfaction. Read on for our outline of a modern VoC program and tips for putting customer insights to use


Taking Service to the Next Level

Contact Center Pipeline

People tend to focus on the amount of time they spend on hold when they think about what’s wrong with customer service. But I’m convinced that it is the agent—the person who answers the call we make to the contact center—who is the real linchpin of the customer service experience.

Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

Best Practices For A Powerful Professional Network: Part 4


?Seeds and relationships must be nurtured in order to grow strong and bear fruit. After you make a new connection it will need some periodic tending if you want to reap the rewards down the line. Treat your network like a garden.

Reasons Why You Should Consider Sales Outsourcing


A call center sales team can construct the bridges that fill the empty space between customers and the products and services that they want and/or need. They play a key role in developing customer loyalty, as well as in generating revenue.

The World Is Going Crazy

Beyond Philosophy

I posted on LinkedIn recently that the world is going mad (or crazy, depending on which side of the pond you read this). I did it to see if I was becoming a grumpy old man or if others had noticed this too. It turns out I am not alone in my assessment.