Sat.Jun 05, 2021 - Fri.Jun 11, 2021

Average Handling Time Tips: 14 Ways to Cut AHT Without Ruining CX


In this post: Why balancing AHT and service matters What is AHT?

7 Important Customer Service Phrases to Use in 2021


One phrase used with a certain customer may not go down too well with another, and it’s important to remember that every customer is an individual. The phrases you use when talking to customers are crucial for good communication.


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Proactive vs. Reactive Chatbots – Pros and Cons


Summary: What Is a Reactive Chatbot? So Then, What Is a Proactive Chatbot? Why is proactive support important? Benefits of Proactive Chatbots. Proactive Chatbot Best Practices – When and How to Use Them. Is There Any Disadvantage to Implementing a Proactive Chatbot?

6 Ways to Boss Customer Service Calls

Myra Golden Media

GET MORE IDEAS LIKE THIS. Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

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.

Creating a Sustainable Work-From-Home Contact Center

Contact Center Pipeline

The sudden shift from on-premise to work-from-home (WFH) last year was an eye-opening experience for contact centers and employees alike.

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25 tips for optimizing your contact center's QA practices


Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tips on optimizing QA practices

4 Innovations Enabling Truck Roll Optimization


It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot. Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. Sure, they divert your workforce from more strategic tasks. .

Top 3 Trends for the Future of Contact Center Training

Contact Center Pipeline

The world of contact center training is complicated. Trainers are responsible for helping the onboarding process run smoothly for new agents by delivering the best possible training program tailored to the training class and industry.

Why You Should Be Proactively Firing Customers Without Hesitation

Beyond Philosophy

In my early career, I never thought I could fire a customer. I felt like if a customer wanted to be a customer, I should let them. However, I have changed my opinion over the years.

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.

Awards Magazine recognises Peter Lavers as Top Influencer

Peter Lavers

We are delighted to announce that our founding director Peter Lavers has again been recognised as one of the World’s top 50 customer experience influencers, this time by The Awards Magazine.

The ultimate guide to sentiment and emotion analysis


Sentiment and emotion analysis enables businesses to keep track of how customers feel about products and services. This blog shares how these insights deepen customer relationships


The Sustainable Work-From-Home Contact Center: Give Supervisors Simplified Insights and Easy Access to QM Tools

Contact Center Pipeline

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model.

Using Science to Ensure your Price is Right

Beyond Philosophy

Pricing strategy on its face doesn’t seem complicated. The goal is to get as high a price as you can to ensure you have enough margin to make a profit, while also moving inventory at a sufficient rate.

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.

Did You Ever Get a Voicemail From Marble Mouth? – Tip #33

Steve DiGioia

The other day I got a voicemail message from someone who sounded like they had a mouth full of marbles. I couldn’t understand most of what she said, and she spoke so quickly that each word just bled into the next. I even played the message back hoping to catch what I missed the first time.

Six Ways to Handle Angry Customers


Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. Whatever the reason, you must know how to handle angry customers.

Make Me Smile

Contact Center Pipeline

Chicago’s first hit “Make Me Smile” broke into Billboard’s Top 10 in March 1970. The song was written by founding member James Pankow as part of a song suite consisting of several movements.

Schedule like a Boss

Monet Software

8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce the Same Time. We all love a win-win. A two-for-one. A prize in the Cracker Jack box. Getting a little extra can be amazing.

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.

Better Processes = Better Outcomes


We talk a lot about outcomes. A focus on outcomes tends to intensify as things trend very good or very bad. We like to think leadership, culture, economy, and decision-making as the primary drivers of outcomes and results. Rarely do we equate process with results for some reason.

Guest Post: Hang It on the fridge


This week we feature an article by John O’Leary, a speaker, coach, and best-selling author. He shares an excerpt from his #1 bestselling book In Awe. Scott worked at the valet stand. .

Q&A Session: Mastering Scale with Digital Customer Journeys


What is Customer Self-Service? Value, Benefits, Best Options


I prefer self-checkouts, mobile carsharing, and online shopping. Anytime I have a question, I google it first. Whereas my 50ish dad calls taxis via phone and goes for human cashiers or physical stores. When he [ … ]. The post What is Customer Self-Service?

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.

Raise Your Profile! How to Turn Contact Centre Sceptics Into Fans

CSM Magazine

Fed up of negative contact centre perceptions limiting your budget, resources and potential? Nick Smith at Calabrio , discusses how you can overcome these concerns and reposition your contact centre as a “profit centre”, instead of a “cost centre”.

5 Top Customer Service Articles of the Week 6-7-2021


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.

AI – Delivers The Benefits of a Complete Picture

Enghouse Interactive

In today’s business environment, organizations must adjust to rapidly evolving realities, quicker than ever before. To do so, organizations must quickly assess situations as they arise, anticipating emerging needs while also meeting current expectations. The Upside?

Current Status of Speech (and Text) Analytics

DMG Consulting

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. It gives companies access into what customers are “talking” (or writing) about and, specifically, insights into their needs and wants.

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.

5 Ways to Improve the Customer Experience

Working Solutions

The customer experience (CX) is the perceptions your customers have of your brand. They are based on their one-off and cumulative interactions and experiences with your company throughout the buying process.

“Worrying About Being Sued” – A Call to Action


Like many of you, I read Medscape’s annual Physician Compensation Report and the breakout report covering radiology to get a take on radiologists’ perceptions of issues and trends in payment models, job satisfaction and other areas. One data point in the 2021 report was especially notable.

10 Ways the Best Call Centers Thrive in the New Normal


We’ve learned a lot during the past 12 months: what restaurants deliver, what six feet actually looks like, what makes up a “home office.” We also learned just how important contact centers are to our everyday lives.