Category: Customer Experience

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.

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.

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.

A Love Letter To Randy

Randy did everything right by being friendly, knowledgeable, and putting me first by ensuring I got the best possible deal. He started a dialogue, sought to understand my interests and palette, educated me, and thoughtfully persuaded me to download the company’s mobile app. He quadrupled my total spend without pressure or hard sells. In thirty minutes, he created a relationship that will last a lifetime.

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.