4 Ways to Build a Culture of Customer and Company Empathy

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. Whenever there’s an issue somewhere else in the company, your teams hear about it. They see the worst in both [...]

Are You a Manager with Heart?

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 one day on the calendar and this is especially true for managers. Sometimes we get caught up in the process [...]

4 Ways You Might be Disengaging Your Employees

The idea of employee engagement receives a lot of lip service. Employees who are engaged will deliver better experiences to your customers, leading to increased retention, improved referral rates, and more revenue overall. Hurrah! But what happens when your organization is structured to actively disengage your employees? Most leaders don’t even know this is happening. [...]

How to “Green” Your Contact Center

Making “greener” choices in the contact center can benefit both the environment and your bottom line. It can even help to attract and retain the best staff. According to a survey conducted by the Society of Human Resources Management on HR and environmental sustainability, 49% of businesses with green workplace practices claimed these environmentally conscious [...]

Go and See for Yourself

I recently came across the Japanese terms genchi genbutsu and genba; they're both key principles of the Toyota Production System, which comprises Toyota's management philosophy and best practices. While they are management principles/concepts, they apply not only to the employee experience but also to the customer experience. Let's look at some background and definitions first. [...]

The Challenges of Employee Retention

The phrase "employee retention" sends shivers down the spines of some folks. And it ought to. Employee turnover is expensive to any company in a variety of ways, not the least of which is the impact on the customer experience, too. According to Gallup: Engaged employees are involved in, enthusiastic about, and committed to their [...]

By |February 23rd, 2016|Agent Engagement, Best Practices / Metrics, Training / Coaching|

Where is the CX Inflection Point in Your Customer Engagement?

There comes a time in every company's history, present time, or future when it must change or adapt – or die. That's a pretty melodramatic statement, isn't it? Maybe. But perhaps it's also an eye-opener for some companies. Why? Well, that time is known as an inflection point. What's that, you say? According to Investopedia, [...]

By |June 19th, 2014|Corporate Culture, Customer Experience|

A Personal Journey to a Customer-centric Service Culture

Last month, we attended the Customer Experience Professionals Association (CXPA) 2014 Insight Exchange at the Loews Atlanta Hotel, where one of the key presentations was from Bob Johnson, president of Sprint Retail and chief service and information technology officer. In his presentation, Johnson talked about the personal nature of the customer experience and how to [...]

By |June 16th, 2014|Corporate Culture, Customer Experience|

Six Reasons Your Contact Center Agents Are Disengaged

You walked into your contact center this morning to find 10% of your agents absent, another 10% of them out of adherence and most of the remaining front-line staff swearing under their breath, sobbing in their seat or slamming their head against their monitors – or all of the above. You look around and wonder, [...]

By |August 7th, 2012|Customer Experience|

Service Culture Check …

At CCNG events, the members talk to each other about key issues in their contact center and customer care operations.  It seems that nearly everything is shared…no secrets and not much is held back.  They truly want to help each other and share ideas for improving customer service…(or maybe misery loves company) One recurring theme:  [...]

By |July 25th, 2012|Corporate Culture|