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Investing in Employees to Emotionally Connect with Customers

Frontline employees need a strong mentor. Merriam-Webster defines the word mentor in the following way: “a : a trusted counselor or guide b : tutor, coach.” And isn’t this what the best managers, team leaders and colleagues strive to be for us? We want to keep our best people doing their best and feeling good about what they do. As we look at the new year stretching before us, it’s a great time to think about how to positively mentor the very people who not only mean so much to our organization, but also the very people we serve. I’m [...]

By |January 11th, 2017|

Don’t Market During Customer Issues

By |January 5th, 2017|Categories: Best Practices / Metrics, Customer Experience, Workforce Infrastructure|Tags: , , , , |

Are you annoying your customers – and then trying to sell to them? Better customer experience (CX) leads to more sales. We all know this intuitively, but the Temkin Group has proved it empirically. In [...]

We Know If They’ve Been Good or Bad With Customers – But What Are We Doing To Inspire Change?

By |December 21st, 2016|Categories: Customer Experience, Training / Coaching, Workforce Infrastructure|Tags: , , , |

Sometimes coaches become a little like Santa Claus. Keeping the list. Checking it twice. Knowing who has been “naughty or nice” with the customers. Checking the coaching off as “done” and waiting for the next [...]

3 Ways to Improve Cx by Seeking the Outside-In Viewpoint

By |December 1st, 2016|Categories: Best Practices / Metrics, Customer Experience, Workforce Infrastructure|Tags: , , , |

Understanding how to improve the customer experience from the inside out is one thing. Trying to attain the outside-in perspective is quite another! Stepping out of your own viewpoint is harder than it seems and [...]

Your Company is Mapping the Customer Journey – Are You Invited?

By |December 1st, 2016|Categories: Best Practices / Metrics, Customer Experience|Tags: , , , |

Journey mapping is a great way to truly understand just how hard it is to be your customer. An effective journey map shows you what it’s like to stand in your customers’ shoes, seeing their [...]

7 Ways to Coach by Example

By |December 1st, 2016|Categories: Best Practices / Metrics, Corporate Culture, Training / Coaching|Tags: , , , , |

Coaching is so much more than sitting in a room and discussing skills with our agents. If a manager looks at coaching as a boring checklist item to be completed weekly or monthly, the agent [...]

3 Challenges to Improve CX from the Inside Out

By |November 17th, 2016|Categories: Best Practices / Metrics, Customer Experience, Workforce Infrastructure|Tags: , , , , |

There are ways to change the experience for your customers and employees alike for the better. There are even plenty of ways you can improve things today. Yet when we are working day after day [...]

Don’t Forget to Map the Employee Journey

By |November 2nd, 2016|Categories: Agent Engagement, Best Practices / Metrics, Workforce Infrastructure|Tags: , , , , |

Last month I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we mapped out how Amanda chooses her new health insurance plan. We looked at how and [...]

Workforce Management Moves to the Forefront

By |October 31st, 2016|Categories: Innovation, Intraday Automation, Workforce Infrastructure|Tags: , , , , , , |

I had the pleasure of attending a Forefront event in Dallas this fall. Forefront is a growing community of contact center Workforce Management and Operations leaders shaping the future of their profession to address the [...]