September, 2022

5 Call Center Metrics to Optimize Agent Performance


Choosing the right call center metrics is just as important as operationalizing them. Here're five key call center metrics you should keep an eye on. Site News

16 Tactics To Retain Customers While Using A Self-Service Option


Many businesses are using self-serve customer service options that make their customers more happy and feel empowered enough to keep returning to those businesses. The self-serve option helps customers personalize their wants and makes it easier for them by simply doing it themselves.


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Tailor customer experiences with artificial intelligence


Artificial intelligence is a powerful tool for understanding and improving customer experiences. Read on to learn our suggested methods for incorporating this technology into your contact center

How to Celebrate Customer Service Week 2022 (3 Steps)

Myra Golden Media

Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line!

The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

5 rules for a highly successful customer experience implementation with amazing ROI! – A case study

Beyond Philosophy

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations.

More Trending

How appreciation can boost customer service employees

Inside Customer Service

"This is discrimination!" The passenger in the row behind me was throwing his second tantrum of the flight. The first one happened after he walked from the main cabin into first class to use the restroom.

Organisations Should Build on Pandemic Messaging to Retain Customer Trust

CSM Magazine

Organisations should build on pandemic CSR social media messaging to retain customer trust in times of crisis.

You Don’t Have To Be An Expert

Steve DiGioia

Job descriptions expect it. Social media “influencers” claim it. And we listen to those we assume are one. An “expert”. But who is really an expert? What Are the Requirements to be an Expert?

7 Support Phrases Customers Hate to Hear (and what to say instead)


There is nothing worse than using one of these support phrases and make your customers really angry. Running a business is a stressful job, and even if you are doing everything you can to keep all your customers happy, you’re bound to suffer some meltdowns.

Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

WFH for B2B?

Contact Center Pipeline

As with business-to-consumer (B2C) contact centers, business-to-business (B2B) contact centers also had to suddenly have their agents work-from-home (WFH) when the COVID-19 pandemic struck.

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The Myth Of Experience

Beyond Philosophy

We’ve all had experiences where we can anticipate what’s coming. So, today we are going to talk about intuition. But you knew that already, didn’t you? Intuition might be more valued in business than analysis. Many of us want a quick answer we can trust from somebody who would know.

Should You Stay or Should You Go? Reading the Signs and Leading CX Buy-In at Your Organization

CX Accelerator

Sally Mildren, CEO Clarity PX & Boss Lady Consulting. Matt Beran, Sr. Product Marketing Specialist InvGate. Many leaders do in fact think they are supporting Customer Experience in their organization. After all they have approved a resource and some budget to it.

National Customer Service Week 2022!

Myra Golden Media

When was the last time you celebrated something? Whether it was recently or too long ago, prepare yourself because this is for you: National Customer Service Week!

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

3 Agent Scorecard Practices That Can Make A Big Difference In Your Speech Analytics Program


In the absence of agent scorecard best practices, there exists no formal system to capture performance issues, benchmark them against industry standards

6 best practices for omnichannel customer engagement


Taking an omnichannel approach to customer service is essential in the modern technological landscape. Read this post to learn best practices for omnichannel customer engagement

Filling the Knowledge Gap

Contact Center Pipeline

Imagine you open an airline app to search for your flight information and it’s missing your gate location. Or you pull up an online form to apply for a permit with your local government and you are not sure where to begin.

5 rules for a highly successful customer experience implementation with amazing ROI! – A case study

Beyond Philosophy

Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!

The Great Re-Think


Summer is typically a slower time of year for many organizations. It is time to recharge and prepare for the challenges and opportunities found in subsequent quarters. For many contact center operators, it is a time to prepare for Q4 and the fast-approaching holiday season.

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Don’s Sleep on What Gen Z Wants From Work

Myra Golden Media

True story a client shared with me. “One of our employees quit because they couldn’t believe the audacity of us to say ‘no,’ they couldn’t let us know on Thursday that they needed Friday and Monday off to go to a Jack Harlow concert over the weekend.”

Quiet Quitting Isn’t the Problem. Your Managers Are.

Integrity Solutions

One of the first big workforce catchphrases to go viral after the onset of the pandemic was “The Great Resignation,” as employees began to reevaluate their careers and leave their jobs in record numbers. This max exodus of talent may be slowing down a bit, but it’s far from over.

10 tips for combining the ‘human’ and ‘technology’ elements of your quality monitoring process


Read on for our list of tips to automate your quality monitoring process

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & 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!

Conquering the New World of Contract Work

Contact Center Pipeline

The COVID-19 pandemic stood the workplace on its head and in doing so, cleared workers’ heads as well. Offices shut down, jobs went remote, and work-life got recalibrated. Workers were freed from corporate routine and regimen, and many embraced the change.

Memory Mini Series Part 1: Our Behavior is Motivated by What We Recall. So, How Are Memories Formed?

Beyond Philosophy

Memory Mini Series Part 1: Our Behavior is Motivated by What We Recall. So, How Are Memories Formed? This newsletter is the first of three I will publish on the subject of Memory. Memory is fascinating and a broad topic related to experiences.

Why do we need another video series for the Contact Center and CX industry?


As an avid reader, listener and consumer of contact center and CX industry news and insights, I have been actively trying to figure out how to provide value to the industry through multiple mediums.

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Posters on the Walls

Shep Hyken

I’ve been working with an amazing client. We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. This makes me very proud of the work we do. . Communication is one reason that their vision is coming to life.

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

Call Scripting: Definition, Tips, and Examples

Customer Experience Update Submitted Articles

Call scripts are used in a variety of industries to provide customer service with efficiency and accuracy. This article explains why call center scripts are useful and how to develop your own. Customer Experience Calling

Benefits & best practices for adopting conversation intelligence


Conversation intelligence is a powerful tool for driving performance improvement across your business. Read on to learn the benefits and best practices for adopting this innovative technology

Writing Home

Contact Center Pipeline

Whether you and your team are working remotely a couple of days per week, or you (or they) are remote all day, every day, you’ve probably found that being remote has made you better at some tasks than you were when you worked in an office.