call center agent experience

Out With the Old, In With the MAX: A New Call Center Agent Experience

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Cowen and Company, a leading proprietary research firm, recently published their “Takeaways from Cowen’s IT Survey Around Apps & Database 2017 Spending Trends”. One of the report’s more salient points indicates that spending on SaaS projects, customer service and support will experience the biggest increase in 2017; for the first time surpassing other growth areas, […]

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proactive customer service

How to Develop “ESP” For Proactive Customer Service

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‘Radar’ O’Reilly from the movie and television series MASH always seemed to have ESP (extra-sensory perception), appearing at his commander’s side before being called and finishing his sentences. He also had exceptionally good hearing, able to hear helicopters before anyone else, and to tell from the rotor sounds if they were coming in loaded or not. It […]

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How to Leverage Six Sigma to Improve Customer Experience

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For many years I have been a practitioner of both customer experience (CX) and Six Sigma, so I can personally speak to the unmatched advantages of bringing these two disciplines together. Independently, both Six Sigma and CX are powerhouses at driving business results, and when combined correctly, they provide a strong one-two punch for your organization. […]

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reduce average handle time

8 Steps to Reduce Average Handle Time (AHT) in Your Contact Center

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One of the most important metrics contact centers measure today is Average Handle Time (AHT). Recently, we wrote about AHT best practices and how contact centers should shift their thinking from seeing AHT as an agent metric to an overall contact center KPI. In this blog, we outline a few practical steps you can take to […]

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call center technology change management

6 Keys to Successful Contact Center Technology Change Management

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Change is hard. As humans we are creatures of habit. Some of us have a hard time adjusting to a change in laundry detergent (you want me to switch from Tide to Gain?!), so it is only natural that we and our agents sometimes have difficulty accepting and adapting to changes in our contact centers. […]

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millennials customer service experience

9 Ways Millennials Have Transformed Contact Center Customer Experience

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As the fastest-growing consumer demographic, Millennials are poised to make a major impact on the American economy. By 2020, the spending of Millennials— those aged from roughly 18-to-mid-30s— will rise to 1.4 trillion annually. Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience. Read on […]

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