February, 2022

Hidden Talent: Tips to Find and Hire Willing Workers


A sea change in talent acquisition happened in the past 20 years. Now it is time for another! Technology originally created to find the best talent, that at one time worked very well, now keeps qualified job candidates hidden from view as automated systems screen them out.

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Why Your Measurement is Killing Your Customer Experience And What to Do About it

Beyond Philosophy

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. .


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Will Video “Kill” the Call Center Agent?

Contact Center Pipeline

“Rewritten by machine and new technology/And now I understand the problems you can see” Video Killed The Radio Star (The Buggles) No, video did not kill the radio star, contrary to the famous lyrics that launched MTV some 40 years ago, on August 1, 1981.

How do I assist a customer I suspect is dealing with mental illness?

Myra Golden Media

I facilitated five live digital De-escalation workshops last week. A student in one of my sessions spoke up during Q & A: “I have a question for Ms. Myra Golden. “How would we be able to handle a situation when we know or suspect that members are dealing with mental health?”

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Dan Fenton & 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!

What is customer journey analytics?


Customer interactions don’t exist in a vacuum, and neither should your data. Find out how customer journey analytics break down data silos to provide better insight throughout the customer journey

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How to Turn Why Into ROI…


As contact center leaders, we have a very good grasp of the work we do for customers (‘The What’), but what is far more challenging to unearth is ‘The Why’.

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5 Rules for Successfully Engaging With Senior Executives to Enhance your Career

Beyond Philosophy

One of the most valuable things I have learned in my career is how to work with senior executives. So, I wanted to share with everybody today five rules for successfully engaging with senior executives to enhance your career.

How to Ensure Exceptional Customer Service on Every Call

Contact Center Pipeline

I have had the pleasure of staying in touch with Trey Briggs, President of BCI over the past several years as he has continued to refine his agent training. Today, I am highlighting his company’s unique training and performance management product that ensures service excellence in every call.

Let’s Talk Psychological Priming! Live 2/10 @ 10:00 am CT

Myra Golden Media

Learn how to guide challenging customers to the next steps using Psychological Priming! Pour up a cup of coffee and join me live! . Customer Experience Design

2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

Six lenses of best practice for Customer Charter development

Peter Lavers

Customer charters can play a key role in manifesting your wider brand promise into concrete standards and commitments that you are happy for your customers to judge you by.

3 Strategies to Reduce Work-at-Home Employee Attrition

Virtual Live Labs

According to a recent McKinsey poll , the top three factors employees cited as reasons for quitting were: 1) They didn’t feel valued by their organizations (54 percent), 2) they didn’t feel valued by their managers (52 percent), and 3) they didn’t feel a sense of belonging at work (51 percent).

6 Healthcare Call Center Best Practices


Read this blog to learn how providers and organizations in the healthcare industry can improve their patients’ experiences through innovative call center services

Ten Unusual Tips to Ensure Your Company Beats the Odds And Last Over a Decade

Beyond Philosophy

My company had a significant birthday this year. Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. This year, the Financial Times recognized us as one of the best management consultancies for the fourth year in a row.

How to Efficiently Transform Your Customer Service Through AI

Speaker: Rana Gujral, CEO at Behavioral Signals

Automation can enhance productivity, management of volume, and leave agents with more energy to focus on meeting customers where they are. But how, exactly? Join Rana Gujral, CEO at Behavioral Signals, to learn the best ways to apply automation most efficiently.

Executive Interview with Trey Briggs, Briggs Consulting International

Contact Center Pipeline

How to Ensure Exceptional Customer Service on Every Call I have had the pleasure of staying in touch with Trey Briggs, President of BCI over the past several years as he has continued to refine his agent training.

Customer service employees are therapists, cops, negotiators, and conflict-resolution experts

Myra Golden Media

Is every other customer demanding, “Get me a manager?” ” Do you find your customers more intense ? Are your employees burning out or quitting? It’s not just you. Everyone is seeing this change. I just read this quote from the New York Times.

Is Your Pocket on Fire and Nobody Notices? – Tip #37

Steve DiGioia

Why do some businesses lose sight of the big picture when it comes to their customers? We all want the “big sale” and may prioritize the customers as they come in our doors; the biggest customer goes to the best salesperson; the little customers are portioned out among the weaker newbies.

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Don’t serve to satisfy customers. Serve to WOW them.

Bill Quiseng

Don’t serve to satisfy customers. Serve to WOW them. The customer does not “journey” sequentially over time, from start to finish.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Nextiva named a Best Software Award winner in G2 2022 user rankings


Nextiva was named a G2 Best Software Award winner in two categories: Collaboration & Productivity and Global Sellers.

Unlocking The Future: How To Use Data To Predict Your Customers Next Move

Beyond Philosophy

The future of customer strategy is providing proactive experiences based on the predicted needs of your customers. The key to unlocking this future is your customer data, particularly the data you have collected about customer behavior.

Fixing the IRS’s Troubled Customer Service (From the SPECIAL REPORT)

Contact Center Pipeline

Fixing the IRS’s Troubled Customer Service According to the White House, some 240 million individuals and businesses file tax returns every year. And help with those issues drives in millions of calls to the Internal Revenue Service (IRS).

10 Innovative Ways Companies are Winning with AI Today


It seems like everywhere you look, AI is trending. Investors are throwing more money into AI startups than at any point in history. In the first ten months of 2021, AI startups worldwide raised more than $50 billion across more than 2,000 deals — surpassing 2020 levels by 55%.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

Share Company-Wide Knowledge for Free With Guru's New Light User Role


We’re officially introducing Guru’s new free user role: Light users. This user role makes it easy for you to get your entire company on the same page and into the same knowledge base. company news


Social Media Customer Service: Why Businesses Need It


Social media has taken a strong grip on the way people communicate on a regular basis. There are a wide variety of social channels, such as Facebook and Twitter, that are used to connect with others both personally and professionally.

Chatbots vs. Humans: Which One Should You Choose And Why?


Last Updated on February 26, 2022 Customer service has always been important, but as the economy becomes more competitive, it is even more important that clients have a smooth interaction with your company. That’s the only way to retain customers and continue to grow in this economic climate.

Critical Skill: Learn How to Recognize When People Have Made a Decision

Beyond Philosophy

Do you know when in your experience customers decide to buy from you or not? You should. Otherwise, how can you design an appropriate environment to get customers to decide to do what you want? It reminds me of the phrase, “Crossing the Rubicon.”

The 5 Stages of Account-Based Marketing — and How to Win Them All

Successfully complete the five stages of ABM: define, identify, engage, convert, and connect. We’ll show you how to create a unified system with your sales team to help them land more qualified opportunities and connect with prospects like never before.

SPECIAL REPORT: Biden Administration Acts to Improve the U.S. Government CX

Contact Center Pipeline

As any American (or newcomer or visitor to the United States) can attest, contacting the U.S. government can be a daunting, almost intimidating, and too often a frustrating experience.

How AI Technologies Can Facilitate the 5G Rollout


The next generation of wireless technology – 5G – promises to impact our lives by delivering a network that is 100 times faster than smartphone cellular connections and ten times faster than the speediest home broadband service.

Make Your Customer Smarter: Create an Educational Experience

Shep Hyken

It’s natural that you would gravitate toward a person you perceived as an expert. When someone demonstrates a level of expertise and shares information you didn’t know, you tend to trust them. That expertise creates confidence. .