Agent Empowerment and the Unhappy Customer

What do you do with an unhappy customer? Refunds are the easy way out. They don’t fix the problem. They just put a band-aid on the situation, without addressing the underlying problem that led your busy customer to take time to call you.

But don’t take my word for it. A report from Beyond Philosophy entitled The Customer Complaints X-Ray uses a survey of 1015 respondents in Europe and the USA to study which made more of a difference in loyalty – the outcome of the complaint, or the way it was handled. (The full report isn’t available without joining, but you […]

Why Employee Experience Must Come Before Customer Experience

“Treat employees better than customers.”

What? Isn’t that sacrilegious? There’s a huge debate in life: what came first, the chicken or the egg? In business, the debate is: who comes first, the customer or the employee?

The […]

Read More

 0

Contact Center Coaching Needs “The Right Stuff”

Coaches “with the right stuff” help to ensure that our centers provide consistently excellent customer experiences. Few new coaches are equipped with all the skills needed to be successful. It’s up to us to hire […]

Read More

 0

Turning Employee Customer Service Best Practice into Standard Practice

It was just another day of travel. I was flying to Las Vegas, the night before I was to present another customer service speech. The client had arranged ground transportation, which meant I would probably […]

Read More

 0

Why Agent Coaching is the Key to Customer Loyalty

Michael Jordan had Phil Jackson. Walter Payton had Mike Ditka. Look at any great athlete, and you often see a great coach. But it’s not just athletes.

Former CEO Brad Anderson used multiple coaches as he […]

Read More

 0

Why the “Old” Way of Workforce Management isn’t Good Enough

Having been in this business over 40 years and in over 1,000 call centers in five continents, I’ve seen some major changes in workforce management.

For example, back in the early days, we didn’t have ACDs […]

Read More

 0

Is This the Answer to the Employee Engagement Crisis?

I recently came across a TED Talk by Yves Morieux of Boston Consulting Group (BCG) and wondered if within it lies not only the answer to employee disengagement but perhaps the solution to helping companies […]

Read More

 0

Finding (and Using) Insights from Customer Service Big Data

Knowing your customers is important for providing the best possible service, but how companies use customer data is more essential than ever for creating an experience with lastly positive impressions. Analytics drive a company’s ability […]

Read More

 0

Old-School Empathy is Still “In” for Agent / Customer Interactions

Our customers judge us on many moments of truth: timeliness, follow-up, accuracy, solving their problems and of course how we engage with them and make them feel valued.

Empathy is a key soft skill for anyone […]

Read More

 0