Call Center Resources & Insight

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In Unusual Times, Replace the Usual Customer Service Phrases

By: Leslie O'Flahavan | Published: May 18, 2020

On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!”... Read More

Article

Empower Your Workforce to Fix Things for Customers

By: Brad Cleveland | Published: April 16, 2020

The following is an excerpt from Brad Cleveland’s Contact Center Management on Fast Forward: Succeeding in a New Era of Customer Experience. Real-time management is often viewed as a matter of responding... Read More

Article

Customer Loyalty May No Longer Exist, and Contact Centers Must Adapt

By: Craig Idlebrook | Published: April 13, 2020

Researchers have long warned that many customers are just one bad interaction away from switching brands. In the post COVID-19 world, I would like to argue that these findings are now outdated.... Read More

Article

Make Sure Your Customers Can Get a Human

By: Chris Rall | Published: March 25, 2020

“In an era when companies see online support as a way to shield themselves from ‘costly’ interactions with their customers, it’s time to consider an entirely different approach: building human-centric... Read More

Article

What to Say to Angry Customers

By: Brad Cleveland | Published: March 19, 2020

With the current crisis, contact center representatives are grappling with heightened workloads and anxious customers. The following excerpt is from a course for agents, Working in a Customer Contact Center (LinkedIn... Read More

Webcast

How to Overcome Omnichannel Challenges to Quality Management

By: Clarabridge | Published: March 18, 2020

Article

Chatbots are Amazing, But Stop Relying Only on Them to Improve Your CX

By: Ryan Lester | Published: March 17, 2020

In the world of customer service and support, artificial intelligence is often associated with chatbots. But chatbots aren't the only option for scaling your CX. In fact, they're often just one... Read More

Article

A Call to Commit to Improved Contact Center Employee Experience

By: Heidi Solomon-Orlick | Published: March 10, 2020

CX innovation discussions over the last several years has been dominated by the impact of automation, artificial intelligence (AI), and bots. But now we’re seeing greater emphasis placed on the people... Read More

Article

Invest in Inclusive Customer Experience Design

By: Sheri Kendall | Published: March 04, 2020

When you have a child on the Autism spectrum, you gain an unusual view of the customer experience. By the time my youngest son was 6 years old, I understood that most... Read More

Article

Customer Service is About Keeping Your Promises

By: Dr. Debra Bentson | Published: March 02, 2020

I took one of those assessments that told me, based on the criteria, how I was wired. My score turned out to be really high on aspects that include respecting commitments... Read More

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