[CCTR Insider] Solutions To Maximize Unstructured Feedback

Posted by Andrew Gilliam on Aug 27, 2019

Welcome to the three-part series about the challenges of harnessing unstructured feedback across every level of the enterprise. In this part, I’ll share my tips to overcome these challenges and suggest some technology that can help your organization leverage unstructured customer feedback.

In other two parts, we will explore why agents don’t share feedback and why it’s hard for leaders to act on feedback that is shared.

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Tags: Customer Experience, CCTR Operations, Insider

CX Tuesday Monthly Digest, July 2019

Posted by lantelligence on Aug 6, 2019

Best practical advice from CX industry professionals at Forbes, ICMI, Contact Center Pipeline, Call Centre Helper and others. This month, learn about:

  • How to help contact center agents convert customer requests into sales
  • How the gig economy affects contact center recruiting process
  • Professional tips on putting customers on hold
  • Recording of the webinar with Jeanne Bliss and Mike Aoki
  • How increasing AI adoption impacts customer service
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Tags: Customer Experience, CCTR Operations

5 Essential Leadership Skills for CCTR Executives - Webinar Recording 7/31/2019

Posted by lantelligence on Aug 1, 2019

Watch the recording of the recent webinar "5 Essential Leadership Skills for Enterprise Contact Center Executives" from our series "5 Tips From an Expert" with Mike Aoki. The guest expert is Jeanne Bliss, best-selling author and Founder and CEO of Customer Bliss.  

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Tags: Video, CCaaS, CCTR Operations, employee experience

[CCTR Insider] Hold, please! 5 Steps For Happily Waiting Customers

Posted by Andrew Gilliam on Jul 25, 2019

Waiting on hold can be a customer's worst nightmare. As customers, we've been there ourselves! Agents abruptly demand that we wait without a clear reason why, and when they return to us, it's like they've never met us before. We're left wondering why we can't just have our issue resolved, so that we can move on with our lives.

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Tags: Customer Experience, CCTR Operations, Insider

5 Tips to Help Electric and Natural Gas Contact Centers Convert More Inquiries into Sales

Posted by Mike Aoki on Jul 16, 2019

I have run sales training workshops for several energy re-sellers over the past ten years. Their Agents need to handle the usual customer service issues. On top of that, most Agents have a requirement to convert inquiries into sales and cross-sell existing customers onto other products. While general sales skills are important, here are 5 tips specific to the energy re-selling industry.

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Tags: Customer Experience, CCTR Operations

CX Tuesday Monthly Digest, June 2019

Posted by lantelligence on Jul 2, 2019

Best practical advice from CX industry professionals at Forbes, ICMI, Contact Center Pipeline, Call Centre Helper and others. This month, learn about:

  • How to help contact center agents survive their first call
  • How to deliver a more personalized experience
  • Best practices for professional associations to create a great member experience
  • Tips for contact center advisors on how to coach empathy
  • How to create a successful customer experience strategy
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Tags: Customer Experience, CCTR Operations

[CCTR Insider] How to Help Contact Center Agents Survive Their First Call

Posted by Andrew Gilliam on Jun 25, 2019

Driving permits, trips abroad, and skydiving are at their best the first time they're experienced. On the other hand, like wine, accepting customer contacts gets better with age. Especially for first-time contact center agents, speaking with that first customer can be a nerve wracking experience. Uncertainty isn't only a problem for the agent. As trainers and coaches, we want our new colleagues to have the necessary confidence and knowledge to successfully help our customers along their journey.

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Tags: Customer Experience, CCTR Operations, Insider

5 Tips to Help Professional Associations Provide Great Customer Experience for Their Members

Posted by Mike Aoki on Jun 18, 2019

“When is my membership renewal date?” “How many educational credits do I need this year to maintain my designation?” “What are the benefits of my association membership?” If you work for a professional association, you probably have members asking these questions every day. How well you handle these situations impacts membership renewals and retention.

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Tags: Customer Experience, verticals

5 Tips To Attract Superstar Contact Center Employees - Webinar Recording 6/6/2019

Posted by lantelligence on Jun 10, 2019

Watch the recording of the recent webinar "5 Tips To Attract Superstar Contact Center Employees" from our new series "5 Tips From an Expert" with Mike Aoki. The guest experts are Sangeeta Bhatnagar, Founder of SB Global, Chair at GTACC and Jeff Doran, President of CCEOC.  

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Tags: Video, CCaaS, CCTR Operations, employee experience

CX Tuesday Monthly Digest, May 2019

Posted by lantelligence on Jun 4, 2019

Best practical advice from CX industry professionals at Forbes, ICMI, Contact Center Pipeline, Call Centre Helper and others. This month, learn about:

  • Why it is important to follow up with the survey respondents individually
  • How speech analytics is changing the customer service landscape
  • Best practices for customer experience in the healthcare industry
  • Why AI is creating the challenge of attracting the right employees
  • Human experience in contact center applies to both customers and employees
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Tags: Customer Experience, CCTR Operations