So here’s my favorite way to freak out a contact center manager: Just tell ‘em their job is not to delight their customers.   Then duck. The sad, hard, truth is that, while a contact center can certainly screw up a customer relationship, it really can’t build love or true delight. As much as we may not want to admit it, for me, at least, it’s intuitively true. When I reach out to a company, I’m not out to make a new friend. I’m trying to get a problem solved or a question answered, or maybe I’m trying to buy something. I usually call a company to solve a

To listen to this story, download the accompanying episode of Connection through the podcast player of your choice.  The Leobner Prize is awarded annually to the most seemingly human-like artificial intelligence (AI) application. It is presented by the Society for the Study of Artificial Intelligence and Simulation of Behaviour, the world’s oldest and most established AI society in the world. The Leobner prize is also the best example of a formal competition at what is famously called the Turing Test.  For four of the last six years the winner was Mitsuku, a highly intelligent chatbot that has been in a state of constant development since 2005. And

Here are a few sobering facts about the pressures facing sales teams today: More than 50% of sellers missed quota in 2018. Despite trainings, overall, 61% of salespeople say selling is harder or much harder today than it was 5 years ago. Phone outreach still holds plenty of weight in the sales world, and reps need to be at their best when speaking with leads over the phone. But at the same time, successful cold calling outreach takes up to an average of eight attempts (in comparison with 3.8 attempts in 2007). Reps need to find a way to simply and effectively improve their ability to get the job done. Technology

Scott McKain is an internationally known speaker who helps organizations create distinction in every phase of business and create more compelling connections between them and their customers. Throughout the interview, Scott discusses the ways in which you can think to differentiate from the competition, being of greater service to the customer, and operating with a degree of consistency across all the channels. Can you introduce yourself and tell us about your background? I am Scott McKain, author and professional speaker. I have written books such as “Create Distinction”, “ICONIC”, and have been fortunate enough to speak to organizations all over the World such as: Apple, Volkswagen, Cisco, Porsche, and


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