All posts by Andrew Gilliam

Andrew Gilliam is a passionate customer experience innovator and change agent. His vision: deliver Amazing Customer Service and Technical Support™. Learn more at andytg.com, follow @ndytg on Twitter, and connect on LinkedIn (linkedin.com/in/andytg).

Six Hidden Costs of Saying “NO”

There is no shortage of reasons to tell a customer "no." In some cases, the law requires it! It's up to us to communicate necessary rejection while preserving the customer's goodwill towards us. Our actions when denying a customer decide the outcome.

Check the Box: Making Customer Experience Surveys More Actionable

Having a customer satisfaction survey doesn’t mean you have insight into what frustrates your customers. Not all follow-up questions are created equal. If you’re not careful, asking the wrong follow-up questions can degrade the survey experience and the entire customer experience.

LANtelligence CCTR Insider: Hold, please! 5 Steps For Happily Waiting Customers

Waiting on hold can be a customer's worst nightmare. As customers, we've been there ourselves! Agents abruptly demand that we wait without a clear reason why, and when they return to us, it's like they've never met us before. We're left wondering why we can't just have our issue resolved, so that we can move on with our lives.

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 ...