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Ticket to Ride the Customer Experience Support Train

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 callers. Soft skills seem to come natural to some of these support phone pros. Others who need to learn the [...]

How to Build Customer Loyalty

Last month I wrote about the importance of metrics.  Metrics drive behavior. You probably know the famous Peter Drucker comment - "What gets measured gets managed."  I've seen it proven true time and again.  If you focus on NPS scores, they go up. Whether customers are actually happier is a different question. But by focusing [...]

By |July 7th, 2016|Best Practices / Metrics, Customer Experience|

What is the Most Important Contact Center Metric?

I presented at the ICMI CC Expo last month in Long Beach. It’s always a great conference, and I look forward to it each year. In the afternoon after my journey mapping workshop I attended a Justin Robbin’s session on metrics. Justin began by asking attendees the most important metric they tracked. Think about it [...]

3 Ways to Find Your Customer Service Superstars

Do you know what your customers talk about after interacting with your company? Most likely, one of two things happens. They tell their friends all about the painful, frustrating experience of an interaction gone wrong. Or…they tell their friends how happy they were with the service of such an exceptionally helpful, friendly representative for your company. [...]

Forefront Atlanta Takeaways

I was lucky enough to be part of Forefront Atlanta on May 3rd.  Forefront events bring together frontline workforce leaders from across workforce management, operations, IT and L&D to experience and discuss the future of the industry. The Atlanta event, which was anchored by Citi and Cox, saw attendance increase four-fold from the fall 2015 [...]

By |May 24th, 2016|Customer Experience, Innovation, Intraday Automation|

Why Operations VPs Need To Encourage Internal Customer Service Excellence

Recently I had a support team manager tell me that she had received feedback from a VP in the operations area of the company where she worked. He told her that he thought that all this “engagement” by her agents in emails and on calls to internal customers and co-workers was unnecessary “fluff”. She told [...]

Earn a Seat at the Table

I hear it all the time. Your company is focused on the customer. There are customer-focused initiatives — perhaps your company has created a customer experience (Cx) team, and is hiring new people to stock it. A ton of customer research is being done – surveys and focus groups are carried out, journey maps are [...]

WFM: From the Back of the Bus to Driving the Bus

Research shows that 85% of organizations view the customer experience provided through the contact center as a competitive differentiator. Yet 45% of customers can’t remember having a positive customer experience! At the same time, today’s buyers are more empowered than ever. Not only can they do their own research online, but they can also use [...]

Coaching Social Customer Service Agents

Coaching in our centers can involve a wide variety of coaching activities and communication skills. Our agents may be focused on only one type of customer interaction or a blend, depending on how our center functions and the level of agents we employ. Social media has become a major customer engagement opportunity for companies, whether [...]

Make Your Customer the Hero of Your Story

Imagine your customer's interaction with you as a story. It has a beginning—when your customer first contacts your company—and an ending—when their interaction with you is completed. It has a hero—your customer. And it might even have an antagonist—the problem your customer has come to you to solve. But the first question is, does your [...]

By |April 14th, 2016|Best Practices / Metrics, Customer Experience|