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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 [...]

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 [...]