Sat.Oct 20, 2018 - Fri.Oct 26, 2018

How to Say No to A Customer: Difficult but Indispensable

Call Center Pros

Everyone who works in customer service has been found in the cumbersome task of having to say no to a customer occasionally. There are situations where we can’t avoid this difficult task.

Stop Drama from Poisoning Your Customer Service Team

Contact Center Pipeline

In my 25 years in the contact center industry, I have seen a lot of drama. Before I knew how to handle it, I watched it do real damage to teams and organizations.

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How to Handle Customer Service during Holiday Season Like a Pro


Call centers generally experience a much higher than normal call volumes during the holiday seasons.

Why You Must Create and Sustain a Customer-Centric Culture

Beyond Philosophy

Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric.

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.

Guest Blog: Five Star Hotel, Minus Five Star Service


This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What company or organization comes to mind?

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Measuring First-Contact Resolution

Contact Center Pipeline

In an ideal world, first-contact resolution (FCR) metrics reflect the customer’s perspective. They capture the center’s ability to resolve the customer’s inquiry within each channel as well as track movement across channels.

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More Trending

Why Customers Want You To See What They Consume

Beyond Philosophy

Some people spend a great deal on money on expensive products just so they can be seen using them. Other people buy very cheap items. Both of these groups could be ‘consuming conspicuously’ What does this mean and how can you use this to move your customer experience to the next level?

The New End


I had the wonderful opportunity to interview Sam Stern , a principal analyst at Forrester Research for my Amazing Business Radio show. One of the ideas we discussed was Daniel Kahneman’s Peak-end rule.

Selecting the Right Technology Partner Should Be at the Top of Your Decision Criteria

Contact Center Pipeline

A CCaaS Solutions Provider’s CEO Offers His Thoughts on the 2018 Contact Center Technology Survey Findings As the second line of the 2018 Contact Center Technology Survey special report puts it, “Some things never change.”

Workforce planning in a Gig Economy


While contact center agents might be ready to jump head first into the gig economy, contact center management is a bit more reluctant, and for good reason. Having on-demand customer service agents isn’t as simple as engaging drivers for Uber.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

New Report: What Customers Value Most in Their Experience

Toister Performance Solutions

Customer service employees may be more important than ever. A 2018 report from the consulting firm PwC surveyed 15,000 customers from 12 countries, including 4,000 from the U.S, to identify the qualities that customers value most in their experience.

Amazing Business Radio: Jason Bradshaw


It’s All About CEX. Building a Community of Champions. Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience.

Excel at Employee Engagement

24-7 InTouch

Keeping employees happy and motivated can be a challenge in any workplace, and call centers are no exception. Some people think that employee engagement is too “fluffy” to be a top priority, but many studies sho w that happy employees are the most productive employees

Omnichannel or Bust: For Customer Service, It’s a Must

Bright Pattern

First, let’s be sure we know the true meaning of omnichannel and its variations ( omni-channel or omni channel ), shall we? A simple definition of it, no matter the spelling, is: omnichannel

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

RapportBoost’s CEO, Jenny Craig USA’s Director of North America’s Sales Center, to co-present Mitel-Sponsored Webinar on turning contact centers into profit centers Oct. 23


Measuring your call center performance


One of the primary tools for customer engagement is the telephone. The expectations that customers have when talking to a call center agent plays a big role in both your customer experience and how your customers feel about your brand.

AI on the Creepiness Scale: Real Life Stories


October 24, 2018 AI has always tended to have a. Read more » The post AI on the Creepiness Scale: Real Life Stories appeared first on Interactions Resource Center. Artificial Intelligence


Adopting WhatsApp as a servicing channel - is it such a smart move?


Stuck in a hotel recently watching Netflix, it struck me as significant how the company is now actively using the WhatsApp Business platform to communicate and encourage account contact with its subscribers. Blogs

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Is It Okay to Conduct Job Interviews at Starbucks?

Toister Performance Solutions

I recently overheard someone interviewing job applicants at Starbucks. The interviewees were applying for a job at some other company, not the coffee chain. Try as I might, it was hard not to overhear snippets of the conversation. We were sitting outside, and the interview was two tables away.

Great News: Temkin Group Joins Forces With Qualtrics

Customer Experience Matters

I’m thrilled to announce that Temkin Group has been acquired by Qualtrics. Together, our goal is to create the world’s premiere center of excellence for all things experience management (XM).

Mega News Week in CPaaS and Messaging: Twilio, SendGrid, SignalWire


A year ago, the CPaaS (Communications Platform as a Service) space seemed settled into comfortable middle-age. Twilio had won the game in terms of “API for sending messages and making calls” Nexmo had been acquired by Vonage. Tropo by Cisco. Zang by Avaya.

APIs 101

7 Tips for Building a Memorable Customer Experience This Holiday Season

ProProfs Blog

Busy streets, decorated stores, crowded bars, and an atmosphere filled with laughter – it’s holiday season. And it’s just around the corner. Like every year, you’ve pulled your sleeves up to tackle all customer queries efficiently.

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Trick or Treat! Unmask Your Underperforming CCaaS Vendor!

Bright Pattern

Whether it’s the leftover Reese’s I get to snack on late at night, the kiddos in their adorable costumes, or the excuse to dress up, Halloween has always held a special place in my heart. But this is Halloween, this is Halloween , after all, so let’s not forget there’s a dark side to the holiday….

SeaWorld Happily Jumping through Hoops for Guests


SeaWorld Parks and Entertainment operates 12 parks—some seasonal, others year-round—that welcome a steady stream of guests that include families, school groups, kids and adults of all ages.

Australian Banking and Financial Institutions Need a Seismic Shift in Culture

Noble Systems

In light of recent news from the royal commission exposing misconduct by Australian banking and financial institutions, businesses in the financial sector should consider taking a look at their internal sales practices and potentially recalibrating their corporate culture.

Customer-Centric Marketing: Step-Up Performance


Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Challenges of Unlocking Recording Data for Speech Analytics


According to leading independent research organizations, AI-fueled speech analytics has become a mission-critical application for contact centers intent on improving the customer experience and unlocking a treasure trove of hidden value.

Guest Blog: Five Star Hotel, Minus Five Star Service


This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What company or organization comes to mind?

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Preparing New Agents for Customer Service Success

Call Center Weekly

When hiring new agents, how quickly the agent can begin making a meaningful contribution is always a concern. After training, it is not logical to assume an agent is ready to begin taking phone calls.

5 problems contact center face during the holiday seasons and how to tackle them


We’re heading into the holidays! For the lucky people not managing contact centers, that’s a blissful statement. In the US, we’re gearing up for Halloween, Thanksgiving and Christmas. And globally, we’re all getting ready for some holiday shopping!

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.