Ever-Elusive Customer Experience ROI

When you're trying to get executive commitment for your employee and customer experience improvement initiatives, what's the first question they ask? Typically, it's something along the lines of: Why? What's in it for us? What's the customer experience ROI? If I spend money on those improvement initiatives, that takes money from some other initiative. Which is more important? It feels like it's a no-brainer, and yet, it can be a challenge. The problem arises because executives like to see immediate returns, while customer experience improvements often take 18 months to two years to design, deliver, and begin to show up [...]

By |January 25th, 2016|

3 Ways to Help Agents Self-Coach

By |December 4th, 2017|Categories: Agent Engagement, Best Practices / Metrics, Training / Coaching|Tags: , , , , , , |

One of the key coaching skills I discuss with managers is the difference between “telling” agents and “asking” agents. Most coaches understand this and agree that agents are more responsive to being asked questions about [...]

Holidays on the Horizon: Is Your Contact Center Prepared for the Chaotic Months Ahead?

By |November 9th, 2017|Categories: Customer Experience, Innovation, Intraday Automation, Workforce Infrastructure|Tags: , , , , , , , , , |

Though the holidays bring a surge in sales for many businesses, that usually translates to an increased volume of customer support requests. Even the most prepared service groups can experience chaos in the contact center [...]

Are You Using Customer Feedback to Improve Processes?

By |November 2nd, 2017|Categories: Best Practices / Metrics, Customer Experience, Training / Coaching|Tags: , , , , , , , |

Sometimes we become so involved in the design, execution and gathering of data that we may not observe what is really going on with our customers and center agents. Here’s one thing I think we [...]

Fear of Coaching

By |October 17th, 2017|Categories: Best Practices / Metrics, Training / Coaching|Tags: , , , , , , |

I love working with new coaches and helping them to become the best they can be. Most are very excited about coaching with agents and welcome the opportunity to apply their experience in a new [...]

Call Center Cost Reduction: Automation Outranks Alternatives

By |September 29th, 2017|Categories: Best Practices / Metrics, Innovation, Intraday Automation, Workforce Infrastructure|Tags: , , , , , , , , , , , |

Balancing the need to keep costs low and keeping customers happy is tough. But, Workforce Management (WFM) and contact center operations typically turn to one of four options to meet these objectives. These include digital [...]

Following Call Center Procedures (Including This Bad One)

By |September 20th, 2017|Categories: Best Practices / Metrics, Customer Experience|Tags: , , , , |

Let’s face it…most agents want to be great agents. They want to keep their customers happy and that’s what we managers want too. Unfortunately some companies find ways to create negatives and obstacles that make [...]

Banking on Loyalty

By |September 14th, 2017|Categories: Best Practices / Metrics, Training / Coaching, Workforce Infrastructure|Tags: , , , , |

Welcome Financial Institution Pros! Today’s post is especially for you. In the midst of increasing usage of mobile banking and online transactions, it’s hard to believe that we still have customers who love to call [...]

Are You Showing Sincere Agent Appreciation?

By |August 31st, 2017|Categories: Agent Engagement, Best Practices / Metrics, Workforce Infrastructure|Tags: , , , , , |

We train our agents to thank our customers and show appreciation for their business.  We coach to ensure that they make the customer feel important and valued, and sound sincere when they do this.  A [...]