Two Reasons Design & Culture Results in Service Excellence
Steve Jobs said, “Design is not just what it looks like and feels like, it’s how it works.” Customer Service… please take a lesson! Asking employees who deal with customers to act friendly helps, but...
View ArticleSecret Agent: Using Contact Center Agents To Do Detective Work
Contact center agents are primarily used to support customer service and sales inquires. But there is another important role in which they are vastly underutilized. Namely, acting as a detective by...
View ArticleEight Factors for Maximizing Contact Center Agent Potential
Are you getting the most out of your contact center agents? I am sure this question comes up quite frequently if you are a contact center manager or work in the planning or quality department of a...
View ArticleStop Wasting Time! Blending CX in the Back Office
Predicting the future is seemingly impossible. Consider this quote from famed economist John Kenneth Galbraith, “There are two kinds of forecasters: those who don’t know, and those who don’t know they...
View Article2 Reasons Why Traditional Quality Monitoring Doesn’t Work
We’ve all heard the message “This call may be monitored for quality purposes…” when calling into a contact center. The reality is that your call probably won’t be monitored – and even if it is, very...
View ArticleWhen a Smile May Not Be Enough! Empower Employees with Workforce Management
No matter how good your products or services are, your employees are often the true face of your business. They answer the “front door” your customers knock on to get their questions answered or their...
View ArticleDon’t Let Your Contact Center Workforce Become The Walking Dead
Warning: Zombies have infected your contact center workforce. You can’t escape these agents of the undead, lifelessly pacing around muttering brains… service levels…smoke break. As contact center...
View Article23 Different Steps is NOT Great Customer Experience
Have you ever contacted a business in order to get something done that you thought would be fairly simple, only to find out it would take a minor miracle to actually get you where you wanted to be? Did...
View ArticleGet Ready for Holidaypalooza: 12 Retail CX Blogs
The holiday season is upon us! No matter where you are in the world, the next few weeks are the biggest retail opportunity of the year to connect with customers and drive sales as the year comes to a...
View ArticleTurn Your Customer Experience into Competitive Currency
A well defined customer experience strategy is no longer a ‘nice to have’ for companies and organizations. It is mission-critical. Especially in today’s digitally-driven era of customer experience....
View ArticleWhat’s Your Black Friday Takeaway? 3 Tips for Web Engagement
OK, there’s good news and bad news. The good news is your company’s retail web site did record revenue during the Brown Thursday, Black Friday, Small Business Saturday, and Cyber/Mobile Monday sales...
View ArticleSnow Happens! 5 Tips for Your Seasonal Agent Team
For many companies, the holiday season drives a lot of business, often leading to a fantastic increase in product sales, installs and payments. Yet, the holiday season can also present a huge challenge...
View ArticleAre You Constraining Your Back Office Performance? [Video]
It is critical to understand how long tasks take employees to complete in your business. This isn’t new information to any supervisor or manager. But how you are measuring back office performances may...
View ArticleWorkforce Management Guide To Surviving Employee Zombieland
Zombieland…For some people, this word brings to mind the guilty pleasure of sitting in the dark, eating popcorn while gleefully watching one of the slew of movies and TV shows centering on man’s...
View ArticleIs Your Workforce Planning Puzzle Still Missing Key Pieces?
Do you remember that time you worked for hours on a puzzle, only to find the last piece was missing? You wanted to tear your hair out in frustration because that puzzle didn’t work without that last...
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7 Modern Routing Capabilities and You Need Them All!
Every time a customer contacts your organization, you must determine the best possible treatment. One that matches the intent and value of the customer and aligns with your service level objectives...
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Don’t Get Left Behind Trying to Keep Up with Your Customers
Recently, I had the pleasure of delivering the keynote address at the Next Generation Customer Experience Summit in Austin, Texas. As a follow up to my address, I want to expand on the challenges...
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Now’s the Time to Boost Your Talent Management Strategy
In most organizations the cost of the front-line agent workforce typically equates to 80% of the overall contact center budget. As a result, attracting, managing, developing and retaining front-line...
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Your Customers Are on a Journey: Are Your Agents Providing Navigation for Them?
Picture this: eight months after Susan signed up to receive your company’s services your contact center agents still do not know her name when she calls. She repeatedly has to provide basic information...
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Realizing the Economic Impact of Employee Engagement
Ensuring your contact center employees are fully engaged in their day-to-day jobs sounds like a very logical thing. When your employees enjoy their work, everyone is better off—your customers and your...
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Employee Engagement the Habitat for Humanity Way
Mahatma Gandhi said, “The best way to find yourself is to lose yourself in the service of others.” What does customer service mean to you? What about employee engagement? And how does that impact the...
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Are You Ready For the Omnichannel Forecast Challenges of Tomorrow?
Can you imagine having tomorrow’s newspaper on your desk today? If you can, then you know that understanding what’s going to happen in the foreseeable future holds tremendous value and opportunity....
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