Sat.Dec 15, 2018 - Fri.Dec 21, 2018

Nail Your Service Level by Manipulating Supply and Demand


In this article, we’ll review best in class practices for achieving service level by adjusting the number of available agents (supply) and the amount of incoming workload (demand). WFM Strategy

The Reason Your Employees Can’t De-escalate

Myra Golden Media

Everybody thinks to train employees on the company’s applications and products and to give them basic phone skills.

Keeping Call Center Agents from Causing Legal Liabilities and Undermining Relationships

Contact Center Pipeline

Legal disclosures are everywhere—almost to the point of ad nauseam. They are found in everything from prescription drug ads that feature absurdly long lists of side effects to the obvious, “This hot coffee is HOT.” Such marketing-based disclosures become practically invisible.

The Sad Truth About Utilities, Railroads and CX

Beyond Philosophy

Water and train companies in the U.K. have come under fire recently over their lousy customer service. What do these two seemingly-unrelated industries have in common? Both are monopolies, and a monopoly is almost always bad news for the customer. Water service to homes in the U.K.

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.

40 Customer Retention Statistics You Need to Know


Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. While some churn is a normal part of any business, a high churn rate can cripple the growth of any organization.

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Best Customer Service and Experience Articles, Videos, & Podcasts


Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top Cartoon for 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. A business must keep up with the times.

Are You Making Intuitive or Rational Decisions?

Beyond Philosophy

How many words a minute can you type? Now, if the letters, numbers, and symbols were not printed on the keys, how many would you be able to write on the correct key? 100%, right? Maybe not. You probably don’t know the answer to the second question for sure.

Why Do Contact Center Agents Stay?

Call Center Coach

Regardless of the economic cycle, turnover can be a problem for a lot of contact centers. Whether it’s just retaining any person to be in your contact center or just those high performers. Turnover is something that all of us need to do a better job of managing, but how do you do that?

13 Chatbot and AI Experts on Whether Chatbots are a Threat to Support Agents


Chatbots have been there for long, and so has the speculation that one day they will replace humans in the workplace. Although chatbots are still looked at with contempt for many justifiable reasons, they have definitely come a long way from being the primitive version of themselves.

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.

Do Your Customers Trust You This Much?


Some of you may or may not know that I perform magic. Not real magic. When I was a kid I did birthday party magic shows, and in high-school and college worked in comedy clubs doing comedy and magic. I still practice card tricks. . There was a magic shop in Washington, DC owned by Al Cohen.

Why is Academic Research So Impenetrable?

Beyond Philosophy

There is a great deal of information in academia that can help your business, but how do you access it? How do you read it? How can you apply this to your customer experience?

Give the gift of personal growth to your contact center agents

Customer Service Life

We’re moving faster than ever before to make the customer experience WOW-tastic. Customer service agents are expected to turn into an octopus by growing 8 arms to handle all the different contact points, quickly respond to chats, SMS, social media, phone calls and emails.

Calculating ROI for Contact Center Technology Investments

Contact Center Pipeline

It’s easy to get excited about technology and conjure up all of the benefits that will accrue to the contact center. But you must make the case initially to get funding, and then, ideally, show that you delivered on that promise.

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.

Amazing Business Radio: Dr. Willie Jolley


The Attitude of Excellence. Growing Your Organization to Deliver Superior Customer Service.

How I Create Scenes for My LinkedIn Learning Courses

Toister Performance Solutions

Note: This post originally appeared on LinkedIn. One of the great things about training videos is the scenes where actors play out a customer service scenario. It helps provide viewers with a more concrete example of concepts being shared.

Voice Biometrics: The ‘Thumbprint’ of the Future | Pindrop


The post Voice Biometrics: The ‘Thumbprint’ of the Future | Pindrop appeared first on Pindrop


How Changing Customer Attitudes Should Shape 2019 Contact Center Priorities

Contact Center Pipeline

Digital technology has completely transformed the relationship between brands and customers. Interactions now extend beyond the point of purchase, taking place over a variety of channels, and forming an ongoing conversation.

How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

Guest Blog: 10 Surefire Ways to Improve CSAT Score


This week we feature an article by Prasad Reddy who shares 10 ways to improve CSAT scores by enhancing customer satisfaction. – Shep Hyken. Customer satisfaction is at the core of your business health and growth.

CRM 90

(VIDEO) Happy Holidays! A Christmas Carol from Working Solutions.

Working Solutions

Happy holidays from Working Solutions. During this season and all year ‘round, we appreciate that so many successful businesses have chosen us to deliver a premium experience for their valued customers. And to say thanks, we’ve created a special video expressing our holiday best wishes.

Successful Contact Centers Excel in Intentional Acts of Kindness


It doesn’t take much effort to be nice, but offering kindness can make a huge difference for everyone People who work in contact centers enjoy the work. They receive satisfaction from helping callers, and they like serving their clients with excellence. However, not every day is perfect.

The Customer Service Advice We’re Thankful For

Customer Service Life

This article was originally published on the FCR blog on November 21, 2018 for Thanksgiving. Click here to read the original post.

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.

5 Top Customer Service Articles for the Week of December 17, 2018


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. Why Customer Experience Has Never Been More Vital by Samantha Paxson.

Matt Beckwith on the Fast Leader Show

Contact Center Geek

Matt Beckwith considered leaving his contact center job because he felt bogged down by the things he didn’t like about the job. He almost left, and then his boss asked him some very insightful questions that helped him find clarity almost instantly. link] Permalink. people

We Need To Talk About AI in 2019

DigitalGenius Blog

As we close in on the end of 2018, it’s worth looking back at the year in AI. Yes, we’re most likely still in a hype phase for AI (although well past the peak, with practical AI now a reality in many businesses), yet 2018 did witness significant advancements in the market. Here's what we've seen.

8 Simple Rules for Making Customers Happier: Embody the Champion You Want Your Customer to Become


Customer happiness is the ultimate goal of every customer experience (CX) team. There are a number of ways to create happy customers, but it’s not always as straightforward a process as it may seem.

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.

We’re Revealing Our Secret Recipe for Creating the Perfect Customer Survey


Customer service and customer feedback go hand in hand: to provide the best service possible, you need insight from your customers. This means using the right customer surveys, in the right places, at the right times. And while it might be tempting to rely on your intuition when it comes to creating and placing surveys, at GetFeedback we advise against it—there’s an actual order to the madness.

Key customer authentication learnings from 2018


There may be no greater responsibility for today’s organizations than protecting their customers’ private data. It’s essential for ensuring their information isn’t used for malicious activity such as account takeovers or identify fraud.

2018’s marketing takeaways in 120 seconds


2018 has seen copious amounts of highs and lows.