Sat.Jun 26, 2021 - Fri.Jul 02, 2021

Working in perfect harmony: AI and the contact center

NICE inContact

To learn about all 10 reasons for using AI in the contact center, be sure to check out the replay of the 10 Ways AI Can Improve the Contact Center Experience webinar, which is available now OnDemand. In that webinar, Laura Bassett and I talk about 10 outcomes of using AI in the contact center.

4 Call Types Service Providers Should Automate


Customers prefer to handle things themselves. There are many reasons for it — speed, convenience, and ease among the top noted. Customers also expect their needs to be dealt with immediately as they arise. 75% of customers say the most critical part of customer experience is fast response time.


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How to Build a Globally Remote Team That Really Works

Help Scout

It’s still yesterday for you. Statistically speaking, you (like most of my Help Scout colleagues) are probably somewhere in the Northern Hemisphere. Meanwhile, I cling to the bottom of the planet in Australia, probably in your tomorrow.

National Customer Service Week 2021!

Myra Golden Media

Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! This year’s theme is, Celebrating the Heart of Service. And I’m facilitating five online video sessions!!!

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.

How to Hire the Right People Quickly with Accurate and Actionable Data


In a fast-paced industry like contact centers, it is important to hire quickly without sacrificing accuracy. I recently spoke with David Hadobas of CCNG to discuss this important topic.

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More Trending

Technician Dispatch in 2021: 4 Fresh Approaches to Cost


Technician dispatches, known colloquially as “truck rolls,” are considered a necessary evil for many service organizations. If a customer has a need for service, the organization must dispatch a technician to deal with the issue, whether they like it or not. And they don’t like it.

Watch this before you talk to your next angry customer (3 Keys to De-escalating)

Myra Golden Media

Is your team dealing with increased irritability from customers? Do your people struggle to get angry customers to back down? If so, have your employees watch this video before they talk to their next angry customer.

Contact Center Pipeline Magazine: Inside Our July 2021 Issue

Contact Center Pipeline

We cover a wide variety of topics this month in our July issue. In today’s center, culture is more important than ever, given our variety of workplace choices and varied in-person staff options. Culture is always challenging and now more so.

Developing a Quality Mindset Through an Internal Self Assessment Program


One might view the rigor and structure of a health authority inspection (i.e. an FDA audit) as a strange tool to use within the contact center space, but Jaedeanne Shaver and her team did exactly that in Alcon’s US Customer Service department and have been reaping the rewards ever since.

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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.

Customer Centricity Panel Discussion

Peter Lavers

Customer centricity is a term that has been around for a number of years, but what does it mean in a business-to-business environment and how do we turn the words into a change in the way in which our businesses are run? Alan Thompson.

The importance of embracing business performance improvement (BPI)


Business performance improvement, powered by insights from customer conversations, makes it possible to connect the dots between insights and action. Read our blog to learn more


The Sustainable Work-From-Home Contact Center: AI-Powered Virtual Assistants Lighten the Workload for Agents

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.

7 Books That Changed Our Lives, Will They Change Yours? – Essential Summer Reading

Beyond Philosophy

It’s summertime. Do you know what that means? That’s right. It’s time for your summer reading list. I bet you thought you were too old for such things. In this episode, we share 7 essential books for any Customer Experience professional to read, ideally in a tropical locale with a fruity drink in hand. Key Ideas to Improve your Customer Experience.

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.

How to Handle Difficult Customers

Shep Hyken

Not long ago I covered six ways to handle angry customers. Often an angry customer and a difficult customer are the same. But that’s not always true. Sometimes difficult customers aren’t angry. They are just tough and demanding.

Building Your Critical Thinking Skills for Better Customer Service


How do you know if you or your customer service team have mastered critical thinking skills? Critical thinking refers to the process of analyzing information to get the best answer to a question or problem. Looks like a must-have for customer service representatives, don’t you agree?

The Sustainable Work-From-Home Contact Center: Video Interviewing Provides a Scalable Hiring Solution

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.

Patient Follow-Up Visits: Why Call Centers Make Sense


Healthcare, at the very core, is a continuing relationship between patient and care provider. A key aspect of this relationship – and hence overall wellbeing – involves patient follow up communication.

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.

Guest Post: Here Are The Do’s & Don’ts of Social Media Customer Service

Shep Hyken

This week we feature an article by Devin Pickell, Growth Marketer at Nextiva. He writes about the do’s and don’ts of social media customer service.

How to improve the customer experience in 3 simple steps


It’s a fundamental truth about customer experience (CX): Reducing customer effort is the key to a great customer experience.

How We Onboard New Hires Remotely at Asana


When companies suddenly shifted to remote work in early 2020, teams that were still hiring grappled with how to onboard new hires from different locations. This has been—and will continue to be—true for leaders of globally distributed, remote, or hybrid teams.


Intouch Games Automates 28% Of Live Chat Queries with ServisBOT

CSM Magazine

AI chatbot handles peaks and supports business growth. Founded in 2001, in the West Midlands, UK, as a manufacturer of leisure machines for the hospitality industry, Intouch Games launched its first mobile casino games in 2006.

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.

Amazing Business Radio: Shirley Macbeth

Shep Hyken

The Customer Obsessed Organization. How to Lead with the Customer First. Shep Hyken interviews Shirley Macbeth, Chief Marketing Officer at Forrester , responsible for elevating the company’s thought leadership profile and generating demand for its portfolio of research, consulting, and events.

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How to Boost Slow Product Adoption After Onboarding Your Customer


Knowing how to boost product adoption after onboarding is critical for customer retention. Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product.

Guru's Golden Rule of Internal Communications


At Guru, we believe that the workplace will be changed forever. The pandemic forced all of us into a non-optional experiment of having to immediately do 100% of our work remotely. thought leadership


Customer Journey: Improving Customer Experience Through Mapping – Part 1 of 2


The client journey may look easy and uncomplicated at first glance. Traditional channels, on the other hand, are no longer the only option for client. In fact, Businesses must cope with customers who use a wide array of communication channels.

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 Top Customer Service Articles of the Week 6-28-2021

Shep Hyken

Each week I read many 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. America’s Best Customer Service Companies by Newsweek.

New integration: Centralize your customer feedback with inSided and Productboard


Today we’re excited to launch our new Productboard integration to help Community and Customer Success teams create better workflows with Product and make sure no more important insights fall by the wayside.

What is Business Process Outsourcing?


In this post: What is Business Process Outsourcing? Why use a BPO? Key BPO benefits Key BPO risks Should you use a BPO? What is Business Process Outsourcing? Business Process Outsourcing is a contractual agreement where businesses pay an external service provider to manage specific tasks.