Steve McKinney

Customer Experience Designer


Customer Service is the New Marketing

Steve McKinney

“Treat your customers as if they were newspaper reporters; this is the new mantra for savvy companies of all sizes.” -

Think about that statement. What makes you gravitate towards a particular brand, product or service? With access to more affordable technology and companies investing heavily in data analytics and insights, that differentiator is going to become a norm and companies attracting customers to their brand, product or service are ones who can provide the best customer experience both in a digital and non-digital context.

Inbound Email Best Practices for Your Contact Center

Steve McKinney

Many organizations today are flooded with customer emails. These are important communications from your customers but tracking and responding to them can be taxing and straining for resource-strapped contact centers.

Learn how to efficiently take advantage of the treasure trove of information that comes into your contact center every day through email - plus how to report on it, manage it, and deliver the experience that your customers have come to expect.

Here is a recent webinar where I shared my personal experiences on how the best companies around the world are handling inbound email in their contact centers.

5 Hot Trends to Accelerate CX in Your Contact Center in 2015

Steve McKinney

Last month I attended an event in Las Vegas with close to 300 Customer Service Professionals to learn and exchange information about “The Modern Customer Experience”. As I listened to the guest speakers from some very large companies with household names share their service strategy for the next two or three years, it became clear that the landscape has changed.

6 Best Practices for Implementing Knowledge Management for Your Contact Center Agents and Customers

Steve McKinney

Would your customers get the same answer if they asked two different contact center agents the same question? Would your agent’s response be the same as the information posted on your website, mobile app, or Facebook page?

The Power of Knowledge Management in Customer Service

Steve McKinney

I’m almost out of breathe from running.  No, I haven’t suddenly taken up exercise, although I need to! Rather I’m running from roof top to roof top yelling at the top of my lungs, “Get your Knowledge Management in place." 


Customer Service Whac-A-Mole

Steve McKinney

For all those Customer Service Managers and Directors out there who read that title, you may think you know what I’m about to say. Spoiler Alert! This will not be a blog telling you how to improve your processes or what to do about social media in your contact center. While we can learn a lot from those topics, I believe we, as customer care professionals, often feel as though we are getting hit from every angle with tons of great ideas, but sometimes not knowing where to start. So today I want to level with you and to talk to you about some of the pain points in your contact center.  


Culture vs Strategy in the Contact Center

Steve McKinney Have you ever heard the phrase, “Culture eats Strategy for breakfast”?  What does this really mean, and is it something you should worry about?

Going Going Gone - Importance of Adding Notes to Oracle RightNow CX Configurations

Steve McKinney I recently performed some RightNow CX professional services work for a large publishing company whose site has over 150 unique business rules.  There wasn’t any documentation. There was no knowledge transfer. There wasn’t a single note in all 150 business rules.

Contact Center Technology Trends – 7 Practical Steps to Prepare for 2020

Steve McKinney

By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human. (Source –Gartner).

Who hasn’t heard the term “look where you’re going”, usually referring to someone who isn’t paying attention. In the case of 2020, and Gartner’s prediction, the phrase takes a different meaning; you need to look where you’re going with customer interactions.