Designate Essential Personnel For Your Contact Center
During an emergency, having the right people on hand at the right time is vital to your company's recovery. Do you know who those people are? People won't stop contacting your company for help during a disaster. They may be more inclined to contact you because they're concerned about the continued availability of your services.
Customer Experience Lessons from a Nespresso Money Mule
One coffee lover gets more than she bargained for while searching for a good deal on Nespresso. Helping customers navigate and recover from rogue experiences is an essential consideration for experience professionals.
Make Your 2020 Resolutions Come True… Right Now!
The beginning of a new year is a great time to energize ourselves for future pursuits, but it can be a struggle to maintain our resolve throughout the year. Here are some ways to get started on your resolutions, right now!
Will It Blend?: The Pros and Cons of Channel-Blended Agents
Despite our love for various contact channels, many organizations struggle to deliver consistent, effective assistance on every channel they support. One strategy for bolstering omnichannel success is the channel-blended agent: a contact center agent that handles customer contacts from more than one channel.
LANtelligence CCTR Insider: Why Leaders Don’t Act On Unstructured Feedback
It can be incredibly hard for leaders to organize and act on unstructured feedback effectively. Without the right processes and technology in place to capture and structure the random comments we hear from customers (via our front-line employees), it’s not possible to act on this information effectively even if we’re well aware of it.
LANtelligence CCTR Insider: Why Agents Don’t Share Unstructured Feedback
Unstructured feedback is the next great frontier in customer experience management, but the disorganized nature that gives the term its name makes it difficult to take full advantage of the goldmine.
LANtelligence CCTR Insider: Solutions to Maximize Unstructured Feedback
When we receive feedback in a disorganized way, it’s up to those capturing the feedback to give it some structure. Most employees haven’t been trained and don’t know what to do with these kinds of suggestions.
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.
Tin Cans & String 