Sat.Jan 13, 2018 - Fri.Jan 19, 2018

How We make Decisions – Prospect Theory

Beyond Philosophy

Prospect Theory is the name of the concept developed by Nobel-prize winning professor Daniel Kahneman and Amos Tversky, who were the “Godfathers of modern decision science.” It describes the hidden influences that exist that drive our behavior—and they aren’t what you think.

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6 Common Sense Practices to Share with Work-at-Home Agents

Contact Center Pipeline

After more than 20 years in the on-demand contact center industry, I’ve come across some great work-from-home practices. And a few not-so-good ones, too. Whatever the workstyle or workspace, an agent needs to be efficient and productive.

Starting a Successful Chatbot Program – Infographic

Call Center Coach

Are you ready for chatbot success? This year has been coined as the year of the chatbot. Just a few short weeks ago at the Gartner Applications (App) & UX Conference in Las Vegas, attendees heard that this is the year you need to do as many POCs (Proof of Concept) as you can with AI chatbots.

7 Things You Can Say to Gain Control with Challenging Customers

Myra Golden Media

If you find it difficult to get your customer to stop telling you the story of just how inconvenienced they were, or are, and to stop rambling on about the problem, it’s likely because the customer is stuck in the past.

Build a bot with the Genesys PureCloud platform and Amazon Lex

Take a front-row seat to hear how this contact center integration will upgrade your IT infrastructure. Learn how to practically apply Amazon Lex and machine learning to replace your legacy IVR and overcome common IVR problems.

More Trending

Automation in the Call Center with Robotics and Desktop Analytics

Bright Pattern

Robotics and robotic process automation (RPA) have been around a long time, but are now only just being used significantly in the call center. RPA is about improving workflow by automating common tasks and freeing live agents to do what they do best - care for customers. Companies are using RPA more and more because of its accuracy and it’s time and cost savings. Automation RPA

Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.”

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Inside View: FCCI Insurance Group

Contact Center Pipeline

These days, skilled job candidates put just as much thought and effort into scrutinizing potential employers as companies do screening applicants.


Speed is Leading Indicator of Great Customer Experiences, No Matter the Channel


When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand.

Buzzwords, De-buzzed: 7 Other Ways to (Not) Say Chatbot


Chatbots have earned a number of pseudonyms over the last few years. Some are accurate representations of the technology; others are just downright wrong. I mean, you wouldn’t call your customer service agent by a different name other than the one they gave you, right?

How Do Customers Evaluate Your Organization?

Beyond Philosophy

Colin Shaw and Professor Ryan Hamilton discuss how customers evaluate your organization. They do so buy looking at the interactions they have, but this is also affected by the ‘Halo’ that you project. What does this mean for your organization?

Reshaping Call Centers with the Help of Artificial Intelligence


Today, Call Center Services mostly rely on telephones to conduct 2-way communications. This has worked well till now but with the changing times, it’s getting hard for customer care representatives to meet up with the ever-growing expectations of customers. The reasons being: I.

Happy MLK Day in The Year of Humanity!

Customer Experience Matters

Happy MLK Day! Every year on this day I like to celebrate lessons that we can learn from Martin Luther King, Jr. This year, I’ll focus on this quote: “We must live together as brothers or perish together as fools“ This line is from King’s commencement address at Oberlin College in 1965 titled, Remaining Awake Through a Great Revolution.

Guest Blog: Parcel Lockers – A Retailer’s Secret Weapon


This week we feature an article by Gaven Rolfe who writes about parcel lockers and how they can offer benefits for retailers. I really like anything that can offer convenience for our customers. – Shep Hyken. Parcel Lockers: A Retailer’s Secret Weapon.

How Do Customers Make Decisions Anyway?

Beyond Philosophy

Colin Shaw and Professor Ryan Hamilton discuss how customers make intuitive and rational decisions. We learn that sometimes these can be in conflict with each other. It is important that you understand which system your customers are using. Brought to you by


The shift from cost center to OPPORTUNITY center


In the past, call centers and contact centers were seen as ‘a necessary evil’ to doing business – a cost that needed to be managed and minimized. By 2025, the contact center will have evolved into an experience center and it will be viewed within the context of overall business goals.

Fenero Now Accepts Bitcoin 


As we continue to disrupt the industry with our software license free business model and award-winning platform, we have added an additional payment option for the convenience of our clients. Fenero now accepts Bitcoin! Bitcoin is a cryptocurrency and worldwide payment system that uses digital cash, and associated with a currency unit like the Dollar or the Euro. Now you can fund your Fenero account with Bitcoin! Why Bitcoin?

How to BRAND Your Company through the Hiring Process


At all times, your employees determine the rate at which you company grows because they make your customers either happy or unhappy. When you have a dedicated, competent, and loyal team you experience growth annually. However, when you have the opposite, your company struggles to grow.

Good Intentions Will Only Get You So Far!

Olympia Consulting

How many of you showed up to work today with the goal of messing up your assignment or upsetting a member or customer? I would assume the answer would be: No one. Everyone has the best intention of performing their job with excellence, but good intentions will only get you so far! It does not … The post Good Intentions Will Only Get You So Far! appeared first on Olympia Consulting. Customer Experience

The 25 Dollar Mistake


I recently planned a small two-day meeting for about 25 people. This was the second year for this meeting. The previous year we had stayed at a hotel that did a magnificent job of taking care of us.

Graffiti Feedback: Engaging your Employees by Listening

Taylor Reach Group

By: Peg Ayers . Peg’s Page. You know how time moves faster when holidays are coming up, and you have a huge to-do list? It was that time for me about 15 years ago when I realized I hadn’t figured out the holiday parade theme for my Contact Center. In our small city in the hills of West Virginia, we were the largest private employer. Our participation in the parade, which took place around Thanksgiving, was nearly mandatory.

The Customer Support Equation: Finding the Balance Between Humans and Bots


Artificial intelligence (AI) is deemed by many as the next big thing in customer support. The concept of intelligent data or pattern-driven automation is exciting and we are seeing organizations welcome it with open arms. In fact, a recent study by Oracle titled, “Can Virtual Experiences Replace Reality?” found that nearly 80 percent of business leaders plan to or have already implemented AI into their customer support solution by 2020. Customer Support Thought Leadership Artificial Intelligenc

Legacy Call Center Vendors Jockey for Position


Last week I wrote about the cloud-based call center gang. This week, let’s look at the “legacy” gang. Yes, the term “legacy” is used in a negative way these days, but I don’t mean it that way.

Merits of Unlocking your Contact Center


Utilizing open source technology into your contact center brings added control, cost reduction, speed and flexibility (among other advantages) over proprietary solutions. In essence, open source technology unlocks your contact center and gives you the latitude to control your own destiny, so to speak. Control: You are in control of the design, deployment and future development of the software.

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Major Retailer Appoints Taylor Reach Group to Design Contact Center Operating Model

Taylor Reach Group

CX and Contact Center Consulting firm working with major retailer to establish the most cost-effective, customer experience focused operational model for the Contact Center. TORONTO (PRWEB) January 16, 2018. The Taylor Reach Group, Inc. a globally recognized CX and Contact Center consulting firm, announced today that they are working with a major North American retailer to redesign their Contact Center operating model.

Customer Satisfaction Survey Data Cleansing: When Is It Justified?

Satrix Solutions

Once your customer satisfaction survey has closed, the next step is preparing your survey data for analysis. But this can be challenging for many companies, especially when questions arise around data quality. Did the survey contain errors that potentially introduced uncertainty or bias ?

Establishing a Key Performance Indicator

Brad Cleveland

Many successful leaders establish an overall measure of customer satisfaction to gauge progress. I concur that’s a wise move, but it’s important to do so with some cautions in mind. A recent course that I recorded addresses this topic and others associated with Customer Service Leadership.

8 Powerful Advantages of Cloud Computing


Cloud adoption has increased nearly 300% in the last year, with 57% of organizations now utilizing cloud computing, and that trend doesn’t seem to be slowing down. In fact, according to this recent Forbes article , “73% of companies are planning to move to a fully software-defined data center within 2 years.”. Benefits of cloud computing Benefits and risks of cloud computing for business Benefits of cloud computing for business Advantages of cloud computing Cost Benefits of cloud computing


DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report


DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. 1/3/2018. New architectures and intelligent automation position WFO sector to suceed. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report. When: Today, 3 January 2018. Where: Available at the DMG Consulting online store.

Back to Basics: How Retail Stores Tackle the Fifth Quarter

Branch Mesenger

Are you ready for the fifth quarter.of retail? With our headquarters in Minneapolis, Minnesota, we couldn’t help opening with a little football reference. Quite timely given the season and the fact that our hometown franchise Vikings are just one game away from becoming the first home team to host a Super Bowl following one of the greatest plays in NFL postseason history.

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Improving the Retail Customer Experience with SMS


I’m the proud owner of three enormous dogs. The beasts, whom I adore, collectively weigh about 400 pounds. As you can imagine, they eat a lot. Buying their food at a brick and mortar store almost qualifies as a workout.

How to Keep Non-Desk Employees in the Loop

Toister Performance Solutions

Sharing information with non-desk employees is a challenge in customer service. These are employees who don't sit at a desk in front of a computer to do their job. They may not even have a set work station and often don't have access to company email.

The Significance of Consistency in Omni-Channel Contact Centers

Outsource Consultants

In a recent article , Murph Krajewski points out that omni-channel customer service can greatly improve the customer experience/journey. However, there are some contact centers that don’t provide omni-channel services to a high-quality level and may actually be hurting the customer experience.

10 Proven Champion-Challenger Optimizations To Improve CX


It can be a challenge keeping up with ever-changing customer demands. Consumer trends shift from one year to the next, and so must your communication plan. But how can you afford to constantly try out new practices without breaking the bank? Well, a major U.S.