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).

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 ...

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 ...

Why Most Surveys Suck

Let’s be honest, most surveys suck. When was the last time you said, “Wow! That was a great survey experience,” as a customer? I’ve never heard those words. I know for a fact that surveys can improve the lives of experience managers and customers alike, and there’s no shortage of data, expert advice, and consultants ...

Who’s Taking Your Survey: Design With These Customers In Mind

Originally published by ICMI. Read the full article at icmi.com. Great communicators and leaders will tell you the importance of considering your audience before starting any endeavor. Surveys are no different, but who is this mysterious audience? What do they want from us, and how do we get them to offer us constructive feedback? Regardless ...

Gifts I Thought Were Cool, As A Kid

It’s that time of year again! Presents! It might surprise you (not really) that I had a really nerdy wish list as a kid. I stand by most of my requests, but there are definitely a few items from my wish list that cause me to wonder, “what was I thinking?” I’ll share this once, ...