5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Videos Workforce Management Brad Cleveland scheduling workforce management

Yikes! Rental Car Horror Stories

Beyond Philosophy

Whenever I rent a car, I dread the moment when the agent asks if I want collision damage waiver insurance. I don’t want it, but the way the question is asked always makes me second guess myself for a moment.

Customer Satisfaction Is the Enemy of Exceptional Customer Service


Jim Collins, author of the bestselling business book, Good to Great said, “Good is the enemy of great.”. A twist on this excellent concept is that, “Good is the foundation of exceptional.”. A good customer service experience is doing what you are supposed to do. That’s expected.

5 Reasons Why Social Media Is Critical for Great Customer Service

Win the Customer

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days.

Best Practice Webinar: Conquering Attrition in the Contact Center

3 Imperatives to Engage and Retain Employees. Your frontline employees make or break your customer experience. Yet, attrition can mean delivering customer service with fewer and less-tenured employees, directly affecting your quality of service and forcing you to rethink your customer experience strategy. Join industry expert Lori Bocklund and Genesys experts to examine the root causes of contact center turnover. Learn how to conquer attrition with a hyper-focus on these key areas: Increase focus on coaching and development. Become more strategic in hiring and training. Discover new ways to engage your employees. Presented by. Lori Bocklund, President, Strategic Contact Inc. Cameron Smith, Global Director of Solution Strategy, Genesys. Steve Kosiba, Product Marketing Manager, Decisions & WFO, Genesys. March 21st, 2018 11 AM PST, 2 PM EST, 7 PM GMT. This webinar will be presented LIVE in North America! Not sure you have time to join the live session? Register anyway and we'll send you the recording afterward!

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When Salesforce® Lightning Strikes! The Top Three CX Improvements


Have you ever wondered what happens in your Contact Center when lightning strikes? No, this blog post is not about inContact Disaster Recovery (even though that would certainly also be an interesting topic).

CRM 94

Three Ways to Promote Transparency and Trust in the Contact Center (Part 2)


Every business leader should tell you that honesty and integrity is vital for success. In Part 1 of this series, we explored how contact center managers can promote a culture of transparency and trust via quality monitoring.

Break Down Barriers to a Great Customer Experience

CX Journey

Image courtesy of real ramona Is your organization suffering from silo-itis? If you answered that question with a "yes," you're absolutely, 110% not alone.

Instant Satisfaction: How to Meet Rising Customer Expectations

Return Customer

As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. In 2015, 47 percent of U.S.

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.

A Year-End Customer Service Inventory: 5 Questions to Ponder

Teresa Allen

A Year End Customer Service Inventory: 5 Questions to Ponder 1. Are we becoming more or less connected to individual customers? Have we automated routine customer service tasks? Are we working to minimize point of dissatisfaction on the customer journey? Are competitors out-serving us?

Educate and Engage: Strong Relationships Matter

Brad Cleveland

Gina Szabo once relayed this story to me and gave permission for it to be published in Call Center Management on Fast Forward. Although certainly not a recommendation, it is a good reminder that communication is a key first step to contact center success.

3 Vital Trends For Your Mobile Experience

Beyond Philosophy

How much time did you spend on your mobile today? Are you reading this article on it right now? When you misplace it or forget it at home, be honest: Do you feel naked without your phone? Smartphone users love their phones. I know I do (my answers are 2.5

The Customer Experience Is Your Best Marketing


What is marketing? A quick Google search on the word marketing reveals this from the American Marketing Association (And, they should know!):

Call Center Outsourcing RFP Template

Are you considering outsourcing your call center? This FREE Call Center RFP Template download will guide you through critical questions to ask and provide tips to narrow down the key areas to consider when selecting the best outsource call center vendor.

Road to Success: The Secrets to Giving your Business a Competitive Edge

Win the Customer

One of the best ways to keep up with the competition – and even edge out in front of them – is to be flexible when it comes to your business strategies. Are you feeling a push to move ahead of the competition?

Exploring Hospitality Customer Service (Video)

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 Video

Customer Experience: The Differentiation Battleground


The Golding family car – a Renault Grand Espace we affectionately call ‘the beast’ – is reaching the end of its life.

inContact Recognized as a Leader in Gartner’s 2016 Contact Center as a Service (CCaaS) Magic Quadrant


For the 2 nd year in a row, inContact was positioned as a Leader in Gartner’s annual Contact Center as a Service (CCaaS) Magic Quadrant. Positioning in the Magic Quadrant is based on two criteria: Ability to Execute , and Completeness of Vision.

Three Ways to Promote Transparency and Trust in the Contact Center (Part 1)


We’ve all heard the age-old saying, “Honesty is the best policy.” We live in a world, however, where the truth is that honesty isn’t always promoted. Just consider the U.S. presidential candidates this election season.

Be a Customer Experience Leader. Measure the Right Way.

CX Journey

Today I'm pleased to share a guest post by Martha Brooke of Interaction Metrics. Are you achieving your goals for the customer experience? If not, you’re probably not measuring in the right way. Learn what that way is.

For People on the Verge of Tripping on the self-service Line

Customer Relationship Metrics

Is it possible for self-service to trip up your customer experience? So how can you prevent your customers from falling down? In his interview at the Contact Center Demo & Conference (CCDemo) with our Jim Rembach , Chris du Toit of Jacada made me think about the best of both worlds.

Nancy Friedman: 7 Steps to Satisfied Customers

Bill Quiseng

This week’s blog post is contributed by a very special guest, actually more like a guest star, Nancy Friedman , better known as “The Telephone Doctor.”

Focus on the Next Three Hours

Brad Cleveland

Recently, I was invited to participate in Jim Rembach’s FastLeader Show Podcast. It was a great experience and gave me the opportunity to reflect on what has mattered most over the years. One bit of advice that has made an impact on my career is to focus on the next three hours.

Another Amazing Mistake – Customers Revolt!

Beyond Philosophy

Toblerone fans got a nasty surprise when they bought their favorite treat recently. The chocolate bar got a makeover, losing volume and a noticeable gap between the triangles. Customers noticed the change, but not in a good way.

Customer Loyalty Lessons from Mama Louise


The other night I had a wonderful meal at Mama Louise , an Italian restaurant in Orlando on Florida’s ever popular “Restaurant Row.” I ordered Mama’s Stuffed Chicken, and it was delicious. But, good food isn’t what this is about. It’s about the experience that Joe Esposito and his staff created.

Do Consumers Prefer Live Chat over Other Customer Service Methods?

Win the Customer

Great customer support has one goal; to make it easy for customers to get their problem solved painlessly and quickly. Out of all of the customer service methods available, email, phone or chat, live chat is by far the simplest, fastest and least obtrusive.

What Is an Internal Customer?

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-training

Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle


As someone who spent 17 years working in a corporate environment, I have experienced enough metaphors and analogies to last me a lifetime. Often, the use of both come across as either patronising, irritating, or indeed both!!

2016 IDC MarketScape Identifies inContact as a Cloud Contact Center Leader


Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). In the report, the research firm presents an assessment based on quantitative and qualitative characteristics that explain success in the market.

Three Ways to Promote Transparency and Trust in the Contact Center (Part 3)


If you’re just checking in now, Parts 1 and 2 of this series explore specific areas where contact center managers can embrace openness and honesty with customers and employees.

Companies Must Invest in Their Employees Now!

CX Journey

Image courtesy of dushy4 I originally wrote today's post for ICSA as part of their blog carnival and celebration of National Customer Service Week. It appeared on their blog on September 5, 2016. It is a modified version of a post that I wrote for CX Journey back in 2012.

How many chat sessions can agents handle?

Customer Relationship Metrics

Ever since Chat became a customer service communication channel people have wondered how many Chat sessions can agents handle. You’ve experienced the Chat channel as a customer of some other company so you know the difference between a satisfying customer experience and one that left you frustrated.