June, 2018

Why We Compromise. Are Your Customers Expected To?

Beyond Philosophy

When I need work done at the house, I always get three quotes. I never go with the highest or the lowest, but instead, I choose the one in the middle. This shortcut, called Extremeness Aversion, helps me make an important decision—and it helps your customers make buying decisions, too.

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Five Ways to Disrupt Your Competition with Customer Service


The concept of disruption is interesting. If you ask most business people to name a company that is known for being a disrupter, you’ll hear answers like Amazon, Uber and Walmart. Walmart disrupted local businesses when they came into a community. Uber disrupted the taxi-cab industry.

Free Call Control Online Training

Myra Golden Media

Studies show the average business call lasts 2 minutes longer than it needs to. Customer service employees struggle with call control for a variety of reasons, including they don’t want to be rude to the customer, they aren’t sure how to move to closure or because the customer is rambling or angry.

See You At Customer Contact Week For Discussions, Demos, and Copper Mules


The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

Bring Your 'A' Game

Call Center Weekly

I have a friend who has recently begun working remotely for a call center. It wasn’t what he really wanted to do. He has held “bigger” positions, and it was a little hard for his ego in the beginning.

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Is Your Price Right? Here’s How To Check

Beyond Philosophy

Pricing is fundamental to your business. It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience.

Your Brand is Defined by the Sum of All Your Customer Interactions


What does a good customer experience look like at your company? What does good customer service look like? Ask everyone on your team and listen to the answers. Will they be the same, or different? It will be interesting to see if your team recognizes the difference between experience and service.

This One Tip Will Instantly Make You Sound Friendlier On the Phone With Customers

Myra Golden Media

One of the easiest ways to make your conversations with customers more conversational, and friendly, is to speak in complete sentences. It is so familiar to hear interactions like this: Last name? First name? Zip code? It’s undoubtedly efficient to ask customers questions in this manner.

See You At Contact Center Week For Discussions, Demos, and Copper Mules


To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Insights from the SWPP Workforce Management Professional of the Year Award Nominees

Contact Center Pipeline

The 2018 SWPP Annual Conference in Nashville kicked off on Sunday, June 3rd. I love the all-WFM-all-the-time format of this conference. Every break, every lunch, and every session is devoted to forecasting, scheduling, real-time adherence, staffing models, power-of-one, net staff, Erlang… and this goes on for three days. I can’t wait to get out on […]. Workforce Management call center contact center WFM workforce management

Webinar: Digital transformation in the Retail Sector

Peter Lavers

Join Peter Lavers on June 7th for a webinar interview with the CEOs of Iperceramica and VAR Group to find out how they’ve bucked the retail trend through digital transformation.

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Hidden CX: Why It’s Critical For Your Business

Beyond Philosophy

Businesses are in a rut. Speed, efficiency and convenience are all rational factors companies focus on when they think about customer experience. But good experience isn’t that simple. It involves more than you think.

All Customers Are Created Equal – Just Some Are More Equal than Others


In 1945 George Orwell published the literary classic, Animal Farm , which was required reading in my middle-school English class. I always remembered the line: All animals are created equal, just some animals are more equal than others.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Three Proactive Things You Can Do to Pre-empt an Escalation with a Customer

Myra Golden Media

Tomorrow morning I’m headed to Phoenix to deliver a workshop at the Salesforce Trailblazers for the Future Conference. I booked an extra night at the Arizona Biltmore just because I wanted some “me time” for relaxation and reading.

Contact Center Future Shock: Channels May Become Part of Our Past

Call Center Coach

While meeting with Brad Cleveland at the Contact Center Expo in Orlando we explored a bit of the future of what’s to come in contact centers. For some, what we explored in the realm of channels is going to be somewhat of a shock. But for us to be customer-centric and relationship focused, continuing to manage in a channel-centric manner has to finally be declared as a company-centric approach.

Secrets to Incredible Customer Service with Paul R. Jones


When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver.

The case for Live Chat on your website

Peter Lavers

Welcome to guest blogger Josh Wardini, who makes a compelling case for live chat and introduces a great “101 reasons” infographic.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Getting Customers To Buy From You Habitually

Beyond Philosophy

We all have habits. Some of them aren’t very good habits, either. But we have them, nonetheless. Many of them form without our awareness. We have habits as customers, too, and habits are powerful things, especially for Customer Experiences.

Three C’s of Customer Service Success


There is an old saying in the real-estate industry: The three keys to success are location, location and location. I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency.

8 Interview Questions to Help You Hire for Emotional Intelligence In Customer Service Roles

Myra Golden Media

Too many hiring managers focus on candidates’ work history when filling customer service roles. They get excited when they read that the candidate has six-plus years working in customer service.

CX Heroes: Amazing Customer Service Stories Worth Sharing

Call Center Coach

Jim Rembach : Hey this is Jim the Fast leader Show and Call Center Coach, and I ‘m here at Contact Center Expo with Bruce Eidsvik, a Senior VP of marketing for Genesys. He used to be on the sales side of the business but is now is on the marketing side. He says he came from the dark side. But Bruce you guys are reincarnating something that you introduced this month in a morning keynote. Tell us a little about that. Bruce Eidsvik : Yeah, so I announce the CX Heroes initiative.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

The Value of Data-Driven Insights for Contact Centers

The Northridge Group

“Thank you for calling. Please listen carefully because our menu has recently changed.” We’ve all heard this greeting, but most callers aren’t aware that it’s not just the menu that has recently changed.

5 steps to turn an unhappy customer into your greatest advocate


Every company dreams of having no negative feedback and no unhappy customers, yet many companies fail to identify their detractors and turn them into promoters. Why is that important?

How To Harness Customers Unseen Behavior

Beyond Philosophy

Each of us has a time when we decide and a time when we act. Once we act, we pass the point of no return on our decision. In other words, once we take action on a decision, we are less likely to change our decision—even when we run into challenges. It’s all a matter of mindset.

Guest Blog: Things to Consider Before Buying a Live Chat Software


This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Everything You Need to Know About Texting with Customers

Myra Golden Media

In this video, taken from my online customer service training suite, I answer the questions I’m asked most often about what’s appropriate for business texting. We’ll look at everything from grammar in text, to emojis, to what to do if you get a prank text. Watch the short video, and use it in your own customer service training. Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time. If you’re not yet subscribed, sign up here.

Contact Centers Obsolete in 3 Years: Artificial Intelligence Wipes Out Industry

Call Center Coach

I met with Justin Robbins at the Contact Center Expo and we shared some observations with each other on what is going on in the industry. Of course, we were unable to avoid discussing what’s going on with Artificial Intelligence in Contact Centers and what affect it is having – and may have on our industry. We started talking about all of the hype, hysteria and clickbait titles that we’ve seen and how outlandish some of them can be.

How Costly Is It to Not Engage Customers? 


If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? Sometimes we set ourselves up for this! It even echoes back to us in the way we engage within our own organizations.

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