The Experience Production

There’s more that goes into serving customers than being polite on the phone. Read more about The Experience Production here…it’s Noggin’ Certified!

Learn from the pros

Are you taking a fresh look at the Customer Experience as it relates to your contact center? Now might be just the time to contact Jamie Butcher regarding our “Tips & Techniques” Lunch and Learn! You’ll be able to catch this event with various SOCAP events around the country, and can request a webinar or […]

Rephrasing for success

Common Sense Tip of the Day: Are you asking the right questions, in the best UI, and in the right way? Questions can be a useful component of your applications, but they do need to be posed carefully for the greatest success. As our audiences have become more comfortable using speech, it’s sometimes their first […]


With Thanksgiving nearly upon us our thoughts turn to giving thanks—such as the simple phrase your callers hear when they call your company, “Thank you for calling.”  Since most of our efforts are usually directed at containment within web and IVR self service applications, we may not be so grateful for that call.  However, your […]

Bridging the cross channel customer experience

Everyone’s buzzing about the cross channel customer experience.  More and more companies are offering a variety of channels through which people can get information, make purchases and accomplish tasks. Technology now allows customers to start a transaction in one channel – say a website, continue in another – a contact center, and finish in a […]

Error Recovery

The pessimist may be right in the long run, but the optimist has a better time during the trip. -unknown We all strive to make every customer experience as smooth as silk, but at times, errors will occur. How do you deal with them? Does your scripted verbiage read, “Incorrect input.” Does your persona dictate […]