Sat.Jul 03, 2021 - Fri.Jul 09, 2021

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


A Customer Journey Map is a shared representation of all the aspects of increasingly sophisticated hybrid, physical, and omnichannel of a clients' interraction.

The Sustainable Work-From-Home Contact Center: Easy Access to Connect, Collaborate and Share Knowledge

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.


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How to improve customer service training with the 70-20-10 rule

Inside Customer Service

What is the right amount of time to spend on training? That's the question a customer service leader recently asked me. He had contacted me with some questions about lesson plans for a training class he was running with his team.

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

Beyond Philosophy

Maybe it’s a towing service. Perhaps you use an interior designer. It could be that you needed to outsource your call center. Whatever the reason may be, you have outsourced part of your Customer Experience. There is an inherent risk involved, of course, if there are problems.

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.

These 10 Phrases Will Make Someone’s Day Better

Steve DiGioia

Along with all the responsibilities of your job and the myriad of tasks you must do each day, I want to add a few more things to that list by asking you to use these 10 phrases that will make someone’s day better.

More Trending

Contact Center Metric Best Practices in 2021


With the pandemic finally starting to ease off, it is a good time to re-evaluate the industry best practice metrics for Contact Centers. Are they still appropriate for your particular line of business?

Truth Loyalty Webinar with Peter Lavers

Peter Lavers

Peter Lavers recently took part in this webinar with Amanda Cromhout, CEO of South Africa’s leading loyalty programme experts, Truth. It was a wide-ranging discussion covering: How has the emerging discipline of “data science” helped companies’ loyalty programmes be more insight-led?

Introduction to Responsible AI: Unpacking Bias


Part of what makes Responsible AI difficult is the vast set of ideas, theories, and practices that it interacts with. The CallMiner Research Lab unpacks some of the many terms that define the space


Executive Interview with Mario Fernandez, CEO of Pinoy Data Capture

Contact Center Pipeline

Pinoy Data Capture Inc. PDC) is an outsourcing company that provides data conversion, medical coding and contact center services for clients seeking to improve their efficiency and reduce their costs.

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 Service Versus Customer Experience … What’s the Difference?

Shep Hyken

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

Know Your Leadership Style

Integrity Solutions

Whatever your leadership style, you must be able to develop people who have a sense of ownership in the outcomes that define success. Knowing your leadership style has never been more important than it is today.

What is Conversational Intelligence?


Conversational intelligence is a powerful tool that can help organizations gain a deeper understanding of customer interactions. Read more about what it is and its applications in our blog


June podcast roundup: Measuring customer effort


We’re halfway through our latest podcast series !

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.

Guest Post: 5 Tips to Foster a Customer Community in Your Business

Shep Hyken

This week we feature an article by Davis Nguyen, the founder of My Consulting Offer. He writes about how to cultivate a customer community.

Measuring Customer Loyalty: 5 Ways to Track It


Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue.

Account Risk Adds a New Dimension to Fight Fraud


Today’s fraud tools are typically designed to focus on real-time prevention at the customer access point. Limiting fraud detection to look at real-time events can miss a bigger picture of fraud.

2021’s Biggest Tech Trend for Customer Experience – AI

Working Solutions

One of the biggest trends this year is reducing what is spent on technology while improving Customer Experience. This is achieved by taking a closer look on spending, what is necessary vs. what can be eliminated, and how it all impacts your teams, your customers, and your bottom line.

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.

Amazing Business Radio: Heather R. Younger

Shep Hyken

Empowering Employees through Caring Leadership. The Impact of Caring Leadership on Employees and Customers. Shep Hyken interviews Heather R. Younger, Founder of EmployeeFanatix. They discuss the importance of alignment and the servant mindset in empowering self-leaders.

10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

The contact centre industry is the backbone of brands all over the globe. It provides the necessary contact point for customers to connect with brands, whether that be troubleshooting, simple questions or administrative needs.



Airlines, banks, stock exchanges, and trading platforms suffered brief website outages this week 1 after a key piece of internet infrastructure failed, sparking the second major interruption of the past two weeks. .

4 Ways Small Businesses Use Free Chatbots to Drive Sales


For many small businesses, the idea of launching a chatbot to handle customer support and sales questions seems out of reach. The cost to run it, the expertise to set it up, and the time to manage it – all this needs a level of resource that they can only dream of.

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.

Amazon Web Services (AWS) Databases Explained


Over the years, we have seen a shift from the concept of traditional IT, where a relational database was used for everything, to the public cloud.

Pulse Check: How has the Green List reshuffle impacted holidaymaker dialling habits?


" Companies have a choice, are you simply going to focus on survival or are you going to innovate and transform to meet a new reality? We know travel is coming back, travel cannot be stopped. Stephanie Linnartz | President, Marriott International ( Source ).

Causes of Excessive Wait Time & Helpful Strategies to Turn the Dial


“Lost time is never found again” – Benjamin Franklin Resolving issues in a timely manner is the bedrock of agent productivity and customer satisfaction. We tend to summarize this in just three letters – AHT (Average Handle Time).

Sales Development Representative


WE'RE HIRING. SALES DEVELOPMENT REPRESENTATIVE. Sales Development Representative. If you thrive in the thrill of the hunt and celebrate gaining the interest and respect of prospective buyers, then we need to talk!

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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.

7 Things To Do Now To Guarantee a Smooth Holiday Support Season


Level up your operations, hire more people, keep your CSAT score as high as a dragon can fly, and you will nail the holiday season this year! . It’s never too early to start planning for the holiday season.

BPO Call Center: How to Outsource (And is it Worth it?)


In this post: What is a BPO call center? Are outsourced teams as effective? What services do BPOs offer? How to choose a great BPO call center. Your guide to contact center automation. Scaling customer service is not easy (or cheap). .

On-Demand Webinar: The Remote Tipping Point — Is Work from Home Here to Stay?


Remote work has become a core aspect of contact center operations but the latest research indicates that there are disparities between how contact center managers perceive work from home and how it has actually impacted operational performance.