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

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 coaching time. But, unlike Santa, our coaches need to find ways to not only document skills on a list but [...]

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

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 much more challenging than we believe it should be. But taking just three steps to better understand this perspective can [...]

3 Challenges to Improve CX from the Inside Out

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 on the same set of projects and goals, it can be easy to become a little complacent about what customers [...]

Don’t Forget to Map the Employee Journey

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 when to use journey mapping (answers: frequently, and in partnership with customers). During a break, one call center director asked [...]

Workforce Management Moves to the Forefront

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 growing complexities they face in their profession. Over 30 contact center leaders, representing 17 large enterprises attended Forefront Dallas. These [...]

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

Help Your B2B Clients, Help Yourself

As a B2B company, you have a great opportunity to see the big picture that is hidden from your clients. By serving multiple clients, you can see something they can't - and that they most definitely need to know. Your clients use your products and services in a vacuum. They probably have a good idea [...]

5 Ways to Create a Seamless Omnichannel Experience with Intraday Automation

The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand for an omnichannel customer experience will be amplified by the need for nearly perfect execution by 2020. And for call centers, the hub of customer experience management, the pressure is on to get the omnichannel [...]

Proactive New Hire Training and Coaching = Engaged Agents

We know that coaching offers many benefits for our experienced agents so we design coaching programs for on-going employee development success. However, we may not have equally effective plans in place for introducing and rolling out coaching with our newly hired agents. The first few weeks on the job can be major turnover time if [...]

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 [...]

Educating Your Team? Start with Yourself

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 in them. You have online training they can take to improve their knowledge. You regularly pull them off the phones [...]