Are You Viewing the Experience Through the Lens of the Customer?

Whenever we deal with customers, we are asking our brains to do a lot. We are trying to see things from the customer’s perspective, to understand their issue and how to solve it quickly, and simultaneously using processes and procedures to move the interaction to its next logical step. We are using our lens to view the situation, but trying to understand the lens they might be using. Why is it so hard to view the experience through the lens of an actual customer? 1. Your brain isn’t programmed to handle multiple things at once. Study after study has shown [...]

By |September 23rd, 2016|

Share Your Contact Center Employees, Share Your Learning

By |September 12th, 2016|Categories: Agent Engagement, Best Practices / Metrics, Training / Coaching|Tags: , , , , , , , , |

Loaning out your employees to the rest of the business gives them fresh perspectives on career paths and spreads your knowledge to the rest of the organization – but it also brings knowledge back. I [...]

The Future of Contact Center Automation

By |September 6th, 2016|Categories: Innovation, Intraday Automation|Tags: , , , , |

As technology advances, could contact center agents be replaced by robots? That’s a question some outsourcers in India and the Philippines are asking themselves as automation continues to have a major impact on the contact [...]

How to Improve Your Finance Team’s Soft Skills

By |August 24th, 2016|Categories: Agent Engagement, Best Practices / Metrics, Customer Experience, Training / Coaching|Tags: , , , , , |

One of the reasons our business stays open is because someone purchases our services or products and will continue to do so based on having a successful series of interactions with us from purchase through [...]

Information Your Customers are Tracking (Whether You Know It or Not)

By |August 18th, 2016|Categories: Best Practices / Metrics, Customer Experience|Tags: , , , , , , |

Twitter and Facebook have started experimenting with posting information such as when brands are responsive, how responsive they are, and what the best times are to get a response to inquiries via these social media [...]

Educating Your Team? Start with Yourself

By |August 3rd, 2016|Categories: Best Practices / Metrics, Training / Coaching, Workforce Infrastructure|Tags: , , , , |

Your people make the difference. Of course you know that. It's probably in posters all throughout your call centers, your break rooms, everywhere.  And you believe it. Which is why you invest money and time [...]

Ticket to Ride the Customer Experience Support Train

By |July 28th, 2016|Categories: Best Practices / Metrics, Customer Experience, Training / Coaching|Tags: , , , , |

There are many tech support agents who are extremely successful at creating a great customer experience over the phone. They are patient, ask good questions, listen well and help find the best solutions for their [...]

4 Ways You Might be Disengaging Your Employees

By |July 21st, 2016|Categories: Agent Engagement, Best Practices / Metrics, Training / Coaching|Tags: , , , , , |

The idea of employee engagement receives a lot of lip service. Employees who are engaged will deliver better experiences to your customers, leading to increased retention, improved referral rates, and more revenue overall. Hurrah! But [...]

Forefront is Making its Next Stop

By |July 14th, 2016|Categories: Innovation, Intraday Automation|Tags: , , , |

Back in May, we brought together some of the best minds in Workforce Management, Operations, L&D and IT to discuss market trends, existing contact center challenges and viable solutions. What actually happened was beyond our [...]