July, 2022

Helping Agents Helping Customers

Contact Center Pipeline

Publisher’s note: Rob has kindly written and expanded on this article for Contact Center Pipeline he first wrote and published on LinkedIn titled “Where Have all the People Gone?” The COVID-19 pandemia have changed the business landscape in countless ways.

This is How You Reduce Escalations

Myra Golden Media

As I prepare for a workshop for a new client in Upstate New York, let me give you three things you can do to help your team get angry customers to back down , techniques right out of my De-escalation Training.


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Call Center Metrics and KPIs to Measure Performance and Productivity


There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience.

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How to Be Funny and Use Humor in Business to Your Advantage

Beyond Philosophy

When I was ten, the teacher wrote on my school report, “Colin is the clown of the class.” ” To this day, I am still proud of that report card. Humor matters and can provide business benefits. Today we will talk about how to be funny and use humor to your advantage.

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.

25 customer satisfaction survey questions and examples


Looking to optimize your customer satisfaction surveys? Read this blog for questions and examples to help flesh out your own strategy.

More Trending

5 Contact Management Database Mistakes to Avoid

Contact Center Pipeline

When it comes to managing your contacts, the days of the rolodex and the spreadsheet database are far behind us. Today’s business landscape calls for much more sophisticated solutions, which means having a contact management system that’s robust and feature-rich.

2 Minutes to Supreme Confidence!

Myra Golden Media

The number 1 thing it takes to get customers to accept your word as final and get angry customers to back down is…CONFIDENCE. In this video, you’ll learn a 2-minute exercise that reduces the stress hormone cortisol while boosting the power hormone!

Are you hiring applicants or candidates?


Recently my financial institution requested that I complete a document, sign it, and return it to them via Fax. I laughed out loud when I read their request. Who uses faxes anymore? I sent it to them in a PDF file via email which satisfied their request. Some organizations are slow to change.

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As Brick & Mortar Retail Bounces Back Where Does The Future Lie?

Beyond Philosophy

The Future of Brick and Mortar. One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving.

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.

CallMiner CTO Jeff Gallino joins Bloomberg Radio’s Money Minute to highlight customer service trends


Read this blog to learn more about CallMiner CTO, Jeff Gallino's recent appearance on Bloomberg Radio’s Money Minute to talk customer service trends with Gina Cervetti

3 Reasons Customers Say They Don’t Trust Chatbots, and What You Can Do About It


The evolution of chatbots in customer service has generated much fanfare over the years. Chatbots promise a better customer experience by reducing wait times, delivering the digital experiences customers want, and providing 24/7 service on-demand.

How Contact Centers Can Help Change Lives

Contact Center Pipeline

If you Google prison-staffed call centers, the coverage isn’t good and rightly so. Companies have misused prison labor in the contact center for little more than their own greed. As a result, there is a black cloud that hangs over such contact centers today.

2 Frameworks for Resolving Workplace Conflict

Myra Golden Media

I’m sharing two frameworks for resolving conflict today. You can apply my frameworks to disputes with employees, co-workers, customers, and bosses! . For more help with de-escalation, check out my De-escalation Academy. . Customer Experience Design

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.

AI Analytics: Overcoming the Limitations of Traditional Engagement


What data are you using and where is it coming from? Depending on its source, time, and ?environment, environment, data changes in value as it reckons with the moment in time it’s used.

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The cost of living crisis and increase response rates

Beyond Philosophy

We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. Usually, we have one pickle per podcast.

29 leaders share the best ways to increase customer lifetime value


We asked a group of industry leaders, “What's the best way to increase customer lifetime value?” Read this blog to learn their insights and best practices

The Next Generation of Service Automation: The Power of Computer Vision


One year ago, we introduced the world’s first computer-vision powered self-service solution. Today, we are proud to share the next great leap forward, the Visual Intelligence Platform.

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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.

Adjusting Strategies in the New Normal

Contact Center Pipeline

If there is one thing we’ve learned in the past two years during the COVID-19 pandemic, it is the almost continuous need to rethink and adjust business strategies and tactics in order to adapt to the new normal.

Amazing Business Radio: Deon Nicholas

Shep Hyken

Human-Centered AI. Using AI to Enable and Empower Customer Service Agents. Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience.

Best Practices For A Powerful Professional Network: Part 3


Connectivity continues to shrink our world, and in the process transform businesses and industries. The potential benefit from collaborative problem solving, distributed innovation, and cross industry learning is more compelling than ever. ?We

AI is just opinions written in code! Have you built in AI Ignorance?

Beyond Philosophy

We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here.

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.

25 top sales methodologies and best practices


Read this post to learn tips and best practices for adopting an innovative sales methodology

Leveling Up Live Visual Support on Desktop Requires Depth


Our customers and employees live omnichannel lives. Our service needs to offer the best possible experience across every channel and interaction. A few weeks ago, we explored the growing demand for omnichannel service continuity.

The Risks, Consequences, and Solutions to Attrition

Contact Center Pipeline

Across the United States, workers are voluntarily leaving their jobs in record numbers. The Great Resignation—a trend being driven by an economic and psychological shift as employers struggle to tempt unhappy staff to return to work, coupled with the impact of retiring Baby Boomers—saw more than 4.3

Different is Better Than Better

Shep Hyken

I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. .

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.

What’s More Important, Speed To Lead vs. Contact Rate?


As previously featured in My Mortgage Mindset


The implications of the Long Tail in todays environment

Beyond Philosophy

We hope you enjoy today’s show. If you do, could you vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here.

22 healthcare professionals share considerations for patient satisfaction surveys


Read this post to learn about improving patient satisfaction surveys and the overall patient experience