May, 2021

5 Rules for Managing Your Customer Experience in Business-to-Business

Beyond Philosophy

Business relationships are a lot like customer relationships. They both involve buying decisions and loyalty—and emotions. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C).

Must-have Customer Service Skills [25 Skills]

CX Global Media

Customer Service Must-have Skills [25 Skills] These 25 skills are the basic customer service must-have skills that you should have in order to excel in the customer service industry. Customer service professions are one of the most difficult professions in the world.


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How AI Impacts Contact Center Agents

NICE inContact

Change management is part of every successful technology transformation effort. You can nail the technical implementation, but if the people using the new capabilities aren't on board, your project will struggle out the gate.

How do we move the call to closure when we can’t give the customer what they’re asking?

Myra Golden Media

Yesterday I held a live Q & A on YouTube, and it was engaging, educational, and energizing! Questions came in from Idaho, Germany, North Carolina, Georgia, the UK, and Denver. .

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.

Live Chat Vs. Phone Agents: How to Find Top Performers at Scale

Contact Center Pipeline

More and more consumer interactions are going to online channels, making live-chat support the fastest-growing business segment for contact centers and business process outsourcing providers worldwide.

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Zero Cost! How to Use Behavioral Science to Improve Your Customer Experience

Beyond Philosophy

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business.

Top 10 Customer Service Acronyms to Use Every Day

Steve DiGioia

Great customer service. That’s what our customers want and that’s what we wish to provide. But it’s difficult remembering all the different steps to take to provide it. Thankfully, many have developed useful acronyms to help.

The Gig Economy is Paving the Way for Agile Customer Service


The Gig Economy – Work On-Demand. In recent years, the world has been trending toward a gig-based economic format.

A Policy Is Not An Excuse For Your Disrespect

Myra Golden Media

One of my sisters is a flight attendant. Yesterday we talked about her enforcing mask requirements on her flights.

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.

Top 5 Posts in May

Contact Center Pipeline

May 2021 was packed with virtual industry events.

Forrester study highlights the value of customer intelligence


Discover why Forrester Consulting examined the latest trends in customer intelligence

Why You Should Be Proactively Firing Customers Without Hesitation

Beyond Philosophy

In the early days of my career, I thought the customer was always right. The idea that one should fire a customer sometimes would have sounded like madness to me. However, as I have matured over the following four decades, I learned that sometimes the customer is not right.

Stop the Sick Day Resentment

Steve DiGioia

Tomorrow is a busy day at work. You’ve planned for it, scheduled properly, made the needed operational adjustments, and kept your fingers crossed so that everything will work out as planned. Then it happened…. The first thing in the morning you get a call from one of your key employees.

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.

7 New Technologies to Improve Customer Service in 2021


In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience.

Should I tell the customer to have a good day after I’ve just given them bad news?

Myra Golden Media

A participant in a workshop this week asked, “Should I tell the customer to have a good day after I’ve just given them bad news?” ” SMART question! While we want the customer to have a good day indeed, and we want to follow the company call framework, we need to be genuine.

Three Ways to Make Your Customers Happy with a Digital-First Strategy

Contact Center Pipeline

Contact centers and customer care teams for enterprise brands have been operating in a certain way for decades. Many rely primarily on phone support to serve customers; others use slightly more advanced tools like synchronous web chat or even email.

When to Call a Contact Center Consultant…


Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task.

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.

5 Rules for Managing Your Customer Experience in Business-to-Business

Beyond Philosophy

This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise.

Truth Webinar

Peter Lavers

Our founding director Peter Lavers will be participating in the next Truth Customer Loyalty webinar on 2 June, 2pm BST. You are invited to join Truth’s CEO Amanda Cromhout as she debates with Peter, who is a renowned Customer Management and Customer Experience consultant and influencer.

You’re not really sorry.


The CallMiner Research Lab uses AI to understand and improve conversations between a company and its customers. Here is what the data tells us about sorry


How to Get a Customer to Stop Over-Talking You & MORE Questions!

Myra Golden Media

I’m answering questions YOU’VE posted right here on my channel! Watch for ideas to get your AHT down quickly! Questions One 1:48: Hi! Myra, What if the Customer doesn’t want to hear sorry because they already heard those words multiple times?

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.

Equipping the Enterprise for the AI-Powered Human Agent Era

Contact Center Pipeline

From 1990 to 2010, some 4,400 children in the United States 17 years of age and younger made trips to the emergency room annually for the treatment of injuries resulting from amusement park rides. What does this have to do with contact center agents, you ask?

What Makes a Chatbot Experience Great?


As consumers today, we greatly appreciate when we have a great chatbot or voicebot experience.

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How Good A Liar Are You Really? Does Lying Affect Your Customer Experience?

Beyond Philosophy

This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise.

Making Customer Centricity a Reality

Peter Lavers

I am delighted to announce that I will be participating in the next Customer Attuned Online Panel Discussion. Our subject for discussion will be Customer Centricity.

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 is conversation analytics?


Conversation analytics offers the potential for organizations to better understand their customers. Read more about how to get the most out of this powerful technology and why it matters

How It Feels to Have to Carry Out a Mask Policy

Myra Golden Media

Q “I work in public transportation, and we still have strict mask requirements. I’ve had customers snatch the complimentary mask out of my hand and throw it on the floor. A woman flipped me off and said something profane. Many customers don’t acknowledge me when I politely tell them to wear a mask.

Contact Center Leaders Reach an Inflection Point for Addressing Work-at-Home Challenges

Contact Center Pipeline

At the beginning of the COVID-19 pandemic, the work-at-home model was hyped as the best approach for the contact center industry.