Category: Employee Engagement

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.

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 ...