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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 [...]

5 Ways to Get Better Customer Feedback

By |October 20th, 2016|Categories: Best Practices / Metrics, Customer Experience|Tags: , , , , |

It may be common knowledge now that hearing from customers about what they really want and need from your organization is a key component to a successful customer experience. And while sending a survey once a quarter [...]

5 Ways to Create a Seamless Omnichannel Experience with Intraday Automation

By |October 13th, 2016|Categories: Best Practices / Metrics, Innovation, Intraday Automation, Training / Coaching, Workforce Infrastructure|Tags: , , , , , , , |

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 [...]

Proactive New Hire Training and Coaching = Engaged Agents

By |September 29th, 2016|Categories: Agent Engagement, Training / Coaching, Workforce Infrastructure|Tags: , , , |

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 [...]

Are You Viewing the Experience Through the Lens of the Customer?

By |September 23rd, 2016|Categories: Best Practices / Metrics, Customer Experience, Workforce Infrastructure|Tags: , , , , |

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 [...]

Share Your Contact Center Employees, Share Your Learning

By |September 12th, 2016|Categories: Agent Engagement, Best Practices / Metrics, Training / Coaching|Tags: , , , , , , , , |

Loaning out your employees to the rest of the business gives them fresh perspectives on career paths and spreads your knowledge to the rest of the organization – but it also brings knowledge back. I [...]

The Future of Contact Center Automation

By |September 6th, 2016|Categories: Innovation, Intraday Automation|Tags: , , , , |

As technology advances, could contact center agents be replaced by robots? That’s a question some outsourcers in India and the Philippines are asking themselves as automation continues to have a major impact on the contact [...]