Sat.Jul 10, 2021 - Fri.Jul 16, 2021

Becoming an Emotionally Intelligent Contact Center Leader

Contact Center Pipeline

We are now well into 2021, and I hope this year will be a much better year for all. It is interesting that, although 2020 was such a tough year with so many challenges, for some the silver lining was that they were able, or maybe forced, to get to know themselves at a deeper […].

How to Calculate Cost per Contact in the Call Center


There are many different call center metrics used to measure activity and efficiency. Key Performance Indicators, or KPIs, can be tracked through integrated phone systems and call center cloud-based technology.


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Why Contact Centres are looking at Onshoring Contact Centres again

Call Design

Over the past two decades, many Australian organisations have formed a large dependency on offshore contact centres mostly due to the fact that staffing costs are significantly lower than hiring staff in Australia.

These 20 Empathy Statements Will Straight-up Make You a Customer Service Boss!

Myra Golden Media

Download the empathy statements PDF and practice your first five empathy responses to customers. Grab your empathy sheet! Customer Experience Design

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.

Is Outsourcing Your Customer Experience Really A Good Idea or Just Wrong?

Beyond Philosophy

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control.

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Say Hello to the Cloud-Based Contact Center Solution to Drive Customer Delight


Are you taking calls, or are you helping customers? If you're honest, you likely struggle to meet the demands of today's customers — until now.

How to Say YES – Every Time

Shep Hyken

How do you say Yes to every customer request ? Is it possible? Is this customer service utopia? My friend Christine Trippi wrote a book titled Yes Is the Answer. And Cameron Mitchell, about whom I’ve written before, wrote a book with a similar title, Yes is the Answer. What is the Question ?

Your Every Move is Being Watched. Why Aren’t You As Scared As I Am?

Beyond Philosophy

I am learning to play guitar. However, I am not playing guitar for people. So, except for my good lady wife, no one gets to hear my latest Pink Floyd cover. That’s because we do some things in private that we don’t want other people to see. .

The Sustainable Work-From-Home Contact Center: Reduce Training and Onboarding Time with Visual Contact Scenarios

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.

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.

The Role of a Chief Customer Officer


The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations.

Guest Post: How To Keep Your Customers Attention With Great In-Store Experience

Shep Hyken

This week we feature an article by Daniel Bishop, the assistant editor and marketing consultant for ReallySimpleSystems. He writes about creating a better experience for customers when they come into a store. We all know that the retail landscape changed massively in 2020.

Your Every Move Is Being Watched! Why Aren’t You As Scared As I Am?

Beyond Philosophy

Some of you might know that I am learning to play guitar. However, almost none of you will ever hear my covers of Pink Floyd. In fact, that audience is quite exclusive, and includes only me and my wife Lorraine. That is because my guitar playing is something that I do in private, not public.

Working Through the Stages of Grief With Your Knowledge Base


Imagine you work at a startup where you’ve been in charge of knowledge management and internal communications for the past three years. In the first year, you created processes that got everything running smoothly. In the second year, you implemented a new knowledge base tool

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.

Alorica Named A Winner of Comparably’s Best CEOs for Diversity Award


IRVINE, California, July 14, 2021—Alorica Inc., a trusted global leader in customer experience (CX) solutions, announced today that it won Comparably’s Best CEOs for Diversity Award.

The most direct cause of customer loyalty is…


We’ve talked about a lot of ways to build customer loyalty over the years, from first contact resolution, to more digital options, to staffing choices. But there’s one secret that all these strategies have in common—and it’s not what you’d expect.

5 Top Customer Service Articles of the Week 7-12-2021

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.

Tips for High-Performance Team Leadership: A Team Planning Process

Integrity Solutions

Effective team leadership requires a blend of people focus and goal focus. While it’s rare that someone will have a perfect balance of the two, getting a clear understanding of your natural leadership style will allow you to adjust when necessary to be more flexible to the needs of your team members.

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.

Understanding Customer Success: Growth Driven by the Customer-Centered Economy


Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. In the old days, growing your business was easy. Tell people about your business, get them in the store, sell them things, then look for more customers.

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Communication Endpoint Modernization


When people talk about endpoint modernization, everyone assumes that we’re referring to the elimination of hard physical phones. My response to that is a big MAYBE!

Shopify Bots: What are They and How to Add Them to Your Websites?


Shopify is one of the most widely used e-commerce platforms that have helped many businesses globally to go online by building their marketplace. It’s used by more than 800,000 vendors worldwide.

PPT Solutions Named a Great Place to Work for a Fourth Consecutive Year

ppt solutions

TULSA, OKLAHOMA, July 15, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, announced today it was certified by Great Place to Work® for a fourth consecutive year.

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.

What’s Next for Your Contact Center? Preparing for the Post-Covid World


In a recent LiveVox webinar, we discussed the state of remote work in the contact center. According to LiveVox survey data, 3 in 10 contact center leaders are preparing for a return to the office.

How Does Adopting Contact Center Self-Service Get You $7.91?


Self-service support seems too good to be true. First, it saves you money (by helping customers to help themselves). Second, customers actually want to access support in this way. It’s not even hard to do. Most of the time you can set up knowledge bases and chatbots in a matter of days or weeks.

How to Navigate Customer Experience (CX) as Travelers Re-Emerge to Explore Destinations

Working Solutions

Travelers are on the road again, yet not everything is completely back to normal just yet. People are still concerned about COVID-19, for themselves and for others. A myriad of supply issues may keep some potential adventurers sticking closer to home, but the industry is coming to life again.

What is Customer Lifetime Value and How to Calculate It


Customer Lifetime Value (CLTV) , also known as, Lifetime Value (LTV), is the gross profit a customer delivers to your business in their lifetime. It is the amount of revenue your business will make from a customer over their average lifetime as a customer.

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.

Do Agents Require Hands-on Experience with your Products?


“Being able to fraternize with the customer and bring them along the support journey creates an unspoken bond.” ” Companies must set their support agents up for success.

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What is Employee Satisfaction?


Employee Satisfaction (ESat) is a metric which measures how happy employees are in their job.

The 4 C’s to Comply with New CFPB Guidelines: Control, Consent, Capture, Coaching


Compliance and quality management are two sides of the same coin. Many of the restrictions and rulings put out by the CFPB in relation to debt are created in response to customers feeling treated unfairly or tricked.