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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|

3 Ways to Improve Adherence in the Contact Center

By |February 21st, 2017|Categories: Best Practices / Metrics, Innovation, Intraday Automation|Tags: , , , , , , |

When agents don’t (or can’t) adhere to their schedule, the WFM team must manage these exceptions. Some companies tolerate a certain percentage of non-compliance as a cost of doing business while other companies rely on [...]

Are You a Manager with Heart?

By |February 13th, 2017|Categories: Agent Engagement, Best Practices / Metrics, Corporate Culture, Workforce Infrastructure|Tags: , , , , , |

During February we celebrate Valentine’s Day, a holiday focused on making people feel special by telling them and showing them how much we appreciate and love them. Making people feel special should be more than [...]

4 Ways to Boost Cx and Operational Efficiency with Intraday Automation

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

Let’s pretend you’re the customer. Like most customers, you’re pretty savvy when it comes to figuring out answers on your own. In fact nowadays, customers are smarter and more complex, because they prefer self-help support [...]

Thinking is Bad – So Why Are You Making Your Customers Do It?

By |February 1st, 2017|Categories: Agent Engagement, Best Practices / Metrics, Customer Experience, Innovation|Tags: , , , , , , |

“The goal should not be to remove humans from the equation, but [to] empower human beings who actually have a beating heart and who are caring people to achieve a greater degree of hospitality.” These [...]

How to Make 2017 Your Best Year Yet with Intraday Automation

By |January 26th, 2017|Categories: Best Practices / Metrics, Innovation, Intraday Automation, Training / Coaching|Tags: , , , , , , |

With 2017 in full swing, it’s the perfect time to take control of your frontline and make the necessary changes in your center to ensure success. Reflecting on the past, think about the areas that [...]

Investing in Employees to Emotionally Connect with Customers

By |January 11th, 2017|Categories: Agent Engagement, Best Practices / Metrics, Workforce Infrastructure|Tags: , , , , , |

Frontline employees need a strong mentor. Merriam-Webster defines the word mentor in the following way: “a : a trusted counselor or guide b : tutor, coach.” And isn’t this what the best managers, team leaders [...]

Don’t Market During Customer Issues

By |January 5th, 2017|Categories: Best Practices / Metrics, Customer Experience, Workforce Infrastructure|Tags: , , , , |

Are you annoying your customers – and then trying to sell to them? Better customer experience (CX) leads to more sales. We all know this intuitively, but the Temkin Group has proved it empirically. In [...]

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

By |December 21st, 2016|Categories: Customer Experience, Training / Coaching, Workforce Infrastructure|Tags: , , , |

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 [...]