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

By |December 1st, 2016|Categories: Best Practices / Metrics, Customer Experience, Workforce Infrastructure|Tags: , , , |

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 [...]

Your Company is Mapping the Customer Journey – Are You Invited?

By |December 1st, 2016|Categories: Best Practices / Metrics, Customer Experience|Tags: , , , |

Journey mapping is a great way to truly understand just how hard it is to be your customer. An effective journey map shows you what it’s like to stand in your customers’ shoes, seeing their [...]

7 Ways to Coach by Example

By |December 1st, 2016|Categories: Best Practices / Metrics, Corporate Culture, Training / Coaching|Tags: , , , , |

Coaching is so much more than sitting in a room and discussing skills with our agents. If a manager looks at coaching as a boring checklist item to be completed weekly or monthly, the agent [...]

3 Challenges to Improve CX from the Inside Out

By |November 17th, 2016|Categories: Best Practices / Metrics, Customer Experience, Workforce Infrastructure|Tags: , , , , |

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 [...]

Don’t Forget to Map the Employee Journey

By |November 2nd, 2016|Categories: Agent Engagement, Best Practices / Metrics, Workforce Infrastructure|Tags: , , , , |

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 [...]

Workforce Management Moves to the Forefront

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

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 [...]

Are Your Processes “Customer Driven” or Driving Customers Away?

By |October 27th, 2016|Categories: Best Practices / Metrics, Customer Experience, Training / Coaching|Tags: , , , , , |

Even when our agents are coached and trained to provide the best customer experience, those best efforts can be in vain if our processes aren’t making our customers happy. It may make perfect sense as [...]

Help Your B2B Clients, Help Yourself

By |October 25th, 2016|Categories: Best Practices / Metrics, Customer Experience, Workforce Infrastructure|Tags: , , , , |

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 [...]