Sat.Jan 26, 2019 - Fri.Feb 01, 2019

TOP 20 Call Center Metrics Managers Can’t Ignore – Part 4


Welcome to Part 4, the last, but certainly not least piece of our 4-part blog series on the key call center metrics that will help you gain powerful insights into the performance of your sales and customer calls.

3 Ways Customer Service Roles Can Evolve in the Post-Automation World

DigitalGenius Blog

We’re living in a moment of expectation and promise, but also of deep anxiety, for what AI, automation and robotics will bring to our lives and to society as a whole.

Could Employees Be Doing More? Some Call Center Agent Tricks


We all like to think our employees are doing the most that they possibly can with their paid time, but are your call center agents really making the best use of theirs?

Five Ways to Keep Your CX Program Alive and Well in 2019

Beyond Philosophy

Customer Experience is having some growing pains. There are a lot of reasons for it, which I have shared before. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition.

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.

This Business Book Was So Good That I Took 41 Pages of Notes

Myra Golden Media

Every week I silo for three uninterrupted hours to invest in myself. For this self-improvement exercise, I’ve attended a webinar, read a book, watched a Ted Talk, or sat with a mentor over coffee.

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7 Ways to Do the Hard Work of Really Loving Your Employees on Valentine’s Day (and Beyond)

Contact Center Pipeline

Valentine’s Day is around the corner. If you’re thinking of taking your team to lunch or bringing in heart-shaped cupcakes, go for it: It’s a nice gesture. But don’t think your work is done… far from it.

The One Thing You Need to Change

Beyond Philosophy

Psychological theories help explain why people do what they do. As customer experience consultants we believe when you are working on a Customer Experience strategy psychological theory is crucial to understanding the behavior of your customers.

Try Standing Like Wonder Woman For 2 Minutes Before Talking To An Employee About a Problem – You’ll Feel More Confident and Powerful

Myra Golden Media

If you go to a restroom stall and stand with your hands on your hips and point your elbows outward and hold that position for two minutes, you’ll perform very well in stressful situations.

The Best Feedback Question


“Please stay on the line to answer a short, one-question survey at the end of this call.”. That’s what I heard just before the agent picked up the phone to help me. Just a one-question survey? Sounds short enough. Sure, I’ll give them an extra minute of my time.

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.

Contact Center Challenges & Priorities for 2019

Contact Center Pipeline

I hope you are as excited as I am to dive into the results from our fourth annual survey, with nearly 300 participants sharing their top three challenges and priorities. We maintain our list of options with minor tweaks based on market and industry evolution, as well as past input, so we can look at […]. Survey Results call center contact center industry research

The One Thing You Need to Change

Beyond Philosophy

Psychological theories help explain why people do what they do. As customer experience consultants we believe when you are working on a Customer Experience strategy psychological theory is crucial to understanding the behavior of your customers. However, psychology is unlike other sciences; it isn’t exact. In fact, you might have to consider much of what psychology tells us is provisional, an impermanent hypothesis that explains what many people do most of the time.

How Branch Pay Is Helping America's Hourly Workers Get Paid

Branch Mesenger

Nearly a month into the recent government shutdown and after missing her second paycheck, times were pretty tough for furloughed employee, Sigrid Layne. She had $1.06 in her bank account. "It's

5 Top Customer Service Articles for the Week of January 28, 2019


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What Do Customers Really Think Of Your Brand? by Athina Mallis.

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.

Top 5 Posts in January

Contact Center Pipeline

A cold, dark January has translated into more time spent reading industry blogs. Pipeline readers kicked off the new year by browsing forward-looking topics on technology, customer service trends, the supervisor’s role, tackling absenteeism and how to deliver bad news.

5 Best Practices for Handling Difficult Customers

ProProfs Blog

Generating new business and growing your company is surely a tough task. Winning new business and then providing world-class customer service is surely not without its ups and downs.

New and Improved! GetFeedback Survey Templates


New Pre-Built Survey Templates by GetFeedback. We’re excited to release our new and improved in-app survey templates. Rather than starting from scratch, GetFeedback provides pre-built templates for every stage of the customer journey so you can successfully create surveys with ease.

Guest Blog: Building a Customer-Centric Culture Around CRM Software


This week we feature an article by Dawn Gucciardo who took my model of Six D’s to Creating a Customer-Centric Culture and applied it to developing and implementing a CRM software. – Shep Hyken. Shep Hyken believes customer centricity must start on the inside, with your employees. Guess what?

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Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

How Chat Analytics Differs from Voice Analytics

Customer Service Life

This article originally appeared on the OpusResearch blog on November 16, 2018. Click here to read the original. Today’s contact centers are overflowing with insights about how to deliver a better customer experience.

Avaya Names ConvergeOne its 2018 U.S. Service Partner of the Year


At Avaya ENGAGE 2019 in Austin, Texas, Avaya named ConvergeOne its 2018 U.S. Service Partner of the Year — making this the third consecutive year that ConvergeOne has received this honor.


Turn Inspiration into Reality with Action Planning at Empower


Let me guess: You’ve seen the speaker lineup for Guru’s 2019 conference Empower , you’re excited about the insights you could glean from execs at companies like Slack, Google, Square, and Forrester, but with that excitement comes a familiar feeling of conference skepticism.


Amazing Business Radio: Ryan Minton


Thanks for Coming in Today. Taking Care of Employees So They Can Take Care of Customers. Shep Hyken interviews Ryan Minton. They discuss his new book, “ Thanks for Coming in Today ,” the hospitality industry, employee and customer appreciation, and the concept of aggressive hospitality.

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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.

Agents Managing Difficult Situations: Maybe it’s In Their DNA


Between Black Friday and Cyber Monday in 2017, a top DNA testing kit company sold approximately 1.5 million kits, and more than 10 million people have used to kits to have their DNA tested according to news reports.

Which of Your Agents Are ‘Manager Material’?

Monet Software

One way to attract better contact center agents is to offer a path out of that job into a management level position.

Coach Agents More Effectively: 5 Steps to Master Asynchronous Call Review


Coaching agents at scale is no easy feat. Between administrative tasks, meetings, and your own workload, there is little time left in the day to focus on individual agents. Instead, leaders resort to fly-by coaching, whisper/barge, and the ol’ trusty headset splitter to give agents feedback.

E-book: Five steps for Conversational Bot success

TELUS International

Download our short guide full of insights and tips that you can apply to your own digital transformation journey


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.

Webinar Recap: 8 Simple Rules for Making Customers Happy


Happy customers, happy life – that’s the saying, right? Yesterday I co-hosted a webinar dedicated to customer happiness alongside Sarah Sheikh, head of customer success at Front. Sarah and I chatted through our top eight rules for CX teams to follow to make customer happy.

5 Smart Ways to Use Your NPS Survey Results


The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. From telling you that the majority customers are extremely annoyed with your new website design to predicting that your customers are about to switch to your closest competitor, there are so many valuable insights that are lost if you’re only looking at your NPS as a number. .

Speech Analytics Starts with Call Recording


Speech analytics technology requires quality audio going in for quality transcription and analytics to come out. This all starts with the call recording itself. The audio must be crystal clear or the transcription will be off and the resulting intelligence will be flawed.