LANtelligence CCTR Insider: How to Help Contact Center Agents Survive Their First Call

Especially for first-time contact center agents, speaking with that first customer can be a nerve wracking experience. As trainers and coaches, how do we help our new colleagues to have the necessary confidence and knowledge to assist our customers along their journey?

Good Help Is Harder To Keep: Retaining Top Performers

Originally published by ICMI. Read the full article at icmi.com. Admit it! Working in a contact center isn’t always exciting, and when it is… that’s not necessarily good. Contact Center Agent also isn’t a title near the top of most fourth graders’ wish lists: race-car driver, lawyer, astronaut, president, and pop-star have slightly more cachet. As ...

Mixed Messages: Your Feedback Is Important, But We Don’t Have Time To Listen

Companies beg us to take their surveys, but what happens when customers beg for help? Many surveys conclude by telling customers that the company cannot respond to each customer individually. Customers are often directed to contact the company in another way, if they’re experiencing a problem that requires assistance. In essence, they’re saying, “thank you ...

Employers: Tell Us About Yourself

Originally published by ICMI. Read the full article at icmi.com. “Why do you want this job?” It’s a bad cliché of the interview process. By now, every candidate should know “I need money” isn’t the best way to answer that question. Most hiring managers would be quick to disqualify someone based on that response. What ...

Don’t Fix it if it isn’t Broke: 10 Reasons this Phrase is Holding Your CX Back

We’ve all heard the saying. We’ve all used the saying. Sometimes it’s a fact of conducting business that—if a workflow or technology doesn’t need immediate replacement—there is likely another area of the department or organization that is more desperate for the budget. Because the squeaky wheel gets the oil, the trousers-on-fire initiatives will get desperation ...

5 Ways Tomorrow’s Contact Center Will Deliver Value

Originally published on Call Center Weekly. Read the full article. Imagine what the world will be like after you’ve checked off every box on your customer experience to-do list. Pre-purchase anxiety no longer exists, thanks to careful messaging and word of mouth. Product issues are eliminated at their root-cause, before goods leave the factory. Service ...

Breakup News: Irreconcilable Differences Force CX & Voicemail to Separate

This breakup is long overdue. It’s time for Customer Experience to see how truly great it is and break free from this toxic relationship. You don’t need voicemail, Customer Experience, there are better fish in the sea! It is time for CX to pull the plug and move on to greener pastures, once and for ...

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