Create Success – The Alphabet Soup of Customer Experience Acronyms-Part 2

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In a previous blog post, I defined the various contact center-related measurement acronyms and how they may be ideally combined. I bet you’re wondering, “Well, what do I do with this information?” Don’t worry, I’m going to help you. First, let’s take another look at the right combinations of measure for your business, reiterating my […]

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Recipe for Success – The Alphabet Soup of Customer Experience Acronyms

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Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey […]

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Contact Resolution and Agent Empowerment will Increase Customer Loyalty

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There are lots of quotes about making mistakes, undoubtedly because we all mess up sometimes. Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. Organizations put a lot of emphasis on avoiding […]

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Average speed to answer is 70% higher now than it was in 2009

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It comes as no surprise that consumers are not satisfied with their phone customer service interactions – we’ve been talking about it, you’ve been reading it and possibly experiencing it in your own customer experiences. Now we have additional data proof why frustrations may be higher – one factor being that average speed to answer […]

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Incorporate Technology Effectively in Your Contact Center – Your Agents will Thank You

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If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. While technologies like chatbots and artificial intelligence (AI) can play an obvious role in shaping the customer experience, true transformation comes from not only looking digitally outward at your customers, but inward as […]

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Disaster Recovery Plans for Your Contact Center – Consider Cloud

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Each year as Southeasterners brace for another hurricane season they are advised to develop disaster recovery plans. How will they protect their home? How should they stock their pantries? Where will they evacuate to? This year’s active hurricane season prompts us all to reflect on our own readiness in case of disaster, including in the […]

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predictive dialing

Taking the Guesswork Out of Outbound: 3 Benefits of Predictive Dialing

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Outbound calling is a bit like walking a tightrope. There is a delicate balance between having enough agents to effectively conquer your calling lists, and not overestimating the time and resources it will take to complete calls. So how do you line up all of the moving parts and endless variables to come up with […]

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performance management

Performance Reviews vs. Performance Management in the Contact Center

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Nearly 10 years ago, Harvard Business School professor James L. Heskett noted that performance reviews “rank alongside root canal dental work on our list of things we look forward to as managers and employees1.” ​Yet despite near-universal frustration with the process, the HR-mandated performance review has long been a mainstay in the modern business ​world. It seems […]

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contact center gamification

Contact Center Gamification Mistakes to Avoid

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It was the start of a new fiscal year, and my team was pumped and ready to meet the lofty goals set for our contact center. To capture that momentum and further motivate my team, I launched a contact center gamification program-racing to the finish line. At the end of every day, each agent would […]

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