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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|

Coaching Misses and How to Fix Them (Part 1)

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

One of the most important jobs we have as leaders is to make sure we are coaching successfully with our team members. Unfortunately coaching is sometimes done based solely on process goals rather than looking [...]

How Competitors Help Improve Your Experience

By |April 20th, 2017|Categories: Best Practices / Metrics, Customer Experience, Innovation, Workforce Infrastructure|Tags: , , , , , |

What are your competitors doing with CX? I do hope you have answers for this! But are your answers up to date? And do they lead to action? I’ve heard many business leaders say they [...]

It’s Not Just Your Forecast Anymore

By |April 10th, 2017|Categories: Best Practices / Metrics, Innovation, Intraday Automation|Tags: , , , , , |

To earn your stripes in the Workforce Management profession, creating that perfect forecast and schedule made you a hero. But then came multi-channel and customers with smartphones that shifted the entire dynamics of your profession. [...]

Solving the Mystery of the Missing Empathy

By |April 6th, 2017|Categories: Best Practices / Metrics, Customer Experience, Training / Coaching|Tags: , , , , , |

Chapter One:  Detective Holmes had solved many cases and now she had been brought in to a call center to solve one of the most challenging cases she had ever had. "Empathy” was missing and [...]

How Can Your Team Innovate Around the Customer Experience?

By |March 30th, 2017|Categories: Customer Experience, Innovation, Workforce Infrastructure|Tags: , , , , , |

Your customers want to innovate with you. And often your employees do, too. The challenge comes in finding ways to help your customers and team members innovate around the customer experience in ways that don’t [...]

5 Ways to Fuel Employee Engagement

By |March 28th, 2017|Categories: Agent Engagement, Best Practices / Metrics, Intraday Automation, Training / Coaching|Tags: , , , , , , |

With some of the latest contact center tech talk focused on chatbots and eliminating the need for human agents, it might seem strange to think about automation and employee engagement going hand in hand (and [...]

Spring Cleaning Time for Our Centers

By |March 23rd, 2017|Categories: Best Practices / Metrics, Training / Coaching, Workforce Infrastructure|Tags: , , , |

Welcome to Spring! It’s time to clean the clutter and broken pieces out of our center house and bring in some new ideas. In order to do this we need to avoid getting stuck in [...]

4 Ways to Build a Culture of Customer and Company Empathy

By |March 16th, 2017|Categories: Agent Engagement, Best Practices / Metrics, Corporate Culture|Tags: , , , , , |

Being an agent is hard. Every day you work with customers who are frustrated because another part of the company broke down. Your policies are backward. Your product doesn’t work. Your website link is broken. [...]