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Purchasing Power Contact Center

Inside View: Purchasing Power

It takes a skilled service professional to deliver a quick, competent response to a customer complaint. When an escalated issue has been resolved with...

Things I Wish Someone Would Invent

As a kid, I enjoyed leafing through my dad’s copies of Popular Mechanics. One of my favorite columns was entitled, “Things I Wish Someone...
Improving the Agent Experience, Contact Center Pipeline Magazine, January 2020

Contact Center Pipeline Magazine: Inside Our January 2020 Issue

I always look forward to the new year and the enormous promise it holds. As 2020 begins, it’s an opportunity to reflect on what...

Enhancing Customer Service Interactions With DiSC

There are a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. Having had...

Handling Irate Customers in the Financial Services Industry

“How dare you call my employer to confirm my job status!” “The mortgage broker said my house was worth more than you think!” “My credit rating...

Would You Do That to Your Mother?

A Q&A with author and customer experience pioneer Jeanne Bliss. In her latest book, Would You Do That to Your Mother? The “Make Mom Proud”...
How to Prepare for 5 Customer Service Trends in 2019

How to Prepare for 5 Customer Service Trends in 2019

As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how...
Building Customer Trust: 3 Tips That Will Make a Big Difference

Building Customer Trust: 3 Tips That Will Make a Big Difference

As background, there are really two moments of truth in a customer’s relationship with their company—when they purchase and when something goes wrong! It’s...
Agent Engagement and the Customer Experience

Quick Tips to Help Call Center Agents Survive in 2018

I read countless articles on how to reduce stress in the call center and often wonder, “Why is the contact center environment so traumatic?”...
Customer Service Vision Statement

The Customer Service Vision Statement

I know what you may be thinking. Yet another meaningless corporate rah-rah statement that will be forgotten in a week!? I’m with you. Two...
Data-Driven Advice for Providing Excellent Customer Service

Data-Driven Advice for Providing Excellent Customer Service

What qualifies an excellent customer service experience? We are all consumers who need a little help once in a while, so you would think...
Call-Center-Inside-View-Feature

Inside View: C3 | CustomerContactChannels

The senior population has been a fast-growing customer segment since the first wave of baby boomers turned 65 in 2011. This year, the number...