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.

Trending Sources

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

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.

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.

More Trending

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.

Why Customer Service Training Is Essential

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog customer-service-training

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.”

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.


Expert Forum: Choosing the Best Path for Transforming a Legacy Contact Center

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

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?

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.

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?

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.

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.

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.

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


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.

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.

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 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.

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.

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.

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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How and Why to Map Your Stakeholders

CX Journey

Image courtesy of Pixabay Today I'm pleased to share a guest post by Paul Laughlin. This post was originally published on his blog on October 2, 2017. Do you have a stakeholder map? Is it up-to-date and do you use it? Those questions frequently come up when I’m working with clients.

America’s Future in Education, EdTech Trends & More


Busy week? We’re here to help. Here’s our roundup of top educational stories from the past seven days: “The belief that we can somehow effectively educate all children with the same, uniform approach may be the single biggest reason that America has been unable to close achievement gaps.” ” Via The Huffington Post, Phyllis Lockett asks: “What Would Dr. King Say About the Future of American Education?”

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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Why you can’t listen to the Experts (Ep 29)


I didn’t get a Christmas card from the head of IT – all the other VPs did. I was on his s**t list, and probably deserved it. We worked in 70 year old company, I wanted to run customer service like a start up right after a B round. He ran IT like the KGB. We were a match made in hell. I had a running list of initiatives in customer service and he always said no or it will happen some day.

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.

15 Factoids: CX Efforts & ROI (Infographic)

Customer Experience Matters

It’s hard to keep up with everything that Temkin Group published in 2017, so we put together a couple of infographics to highlight some of the key data insights. This first infographic looks at CX efforts and the ROI of those activities. Below the infographic you’ll find links to download the graphic (as well as a poster), along with links to the referenced content. Here are links to download different versions of the infographic: Infographic: in .jpg jpg format, in .pdf