#50 2018 Holiday Season Is Here

Posted by lantelligence on Nov 13, 2018

CX Tuesday #50

Thanksgiving and Black Friday are right around the corner. Christmas won't give you much time to catch a second wind. This week CX Tuesday is full fresh articles on how to prepare your Contact Center for the holidays: 

  • 5 tips to maintain agent morale during the holidays, while keeping customers happy from Mike Aoki.
  • 6 ways to look out for your employees over the holidays from Call Centre Helper.
  • Strategies to retain top talent during the holidays and beyond from Contact Center Pipeline.
  • Is your retail call center ready for the 2018 holiday season? From Ameridial.
Read More

Tags: Customer Experience, CCTR Operations

How to Make Your Contact Center a Happy Place This Holiday Season

Posted by Mike Aoki on Nov 12, 2018

5 Tips to Maintain Agent Morale During the Holidays, While Keeping Customers Happy

I love the holiday season. I enjoy celebrating and spending time with loved ones. However, the holiday season can be challenging for contact centers. It means higher call volumes, more customer service demands and increased sales support. That means longer hours and more late night/weekend shifts for your Agents.


Read More

Tags: CCTR Operations, holidays, How-to, employee experience

#49 Practical Tips From the Customer Service Experts

Posted by lantelligence on Nov 6, 2018

CX Tuesday #49

This week's articles contain practical tips for customer retention, seeking customer opinion and transforming "scarry customer service" into "scarry good" one: 

  • Andy Hanselman suggests you should add these ten questions to your script to seek honest customer opinion.
  • Eleven customer retention strategies from Call Centre Helper.
  • Dr. Willie Jolley’s Ten Commandments of Superior Customer Service.  
  • Jeremy Watkin shares five tips to go from scary to scary good customer service. 
Read More

Tags: Customer Experience, CCTR Operations

#48 Contact Center Technology

Posted by lantelligence on Oct 30, 2018

CX Tuesday #48

This week is about Contact Center technology and its application to various customer service needs: 

  • Gartner has published their Magic Quadrant for Contact Center as a Service, North America. Get your copy!
  • When selecting the new technology, think about who and how will design and implement the solution for your contact center.
  • According to the Call Centre Helper, IT issues and lack of new technology are at the top of the list of biggest contact center problems.  
  • How to Mitigate the Risks of Seasonal Contact Center Employees and what technology can help with it. 
Read More

Tags: Customer Experience, CCTR Operations

#47 Customer Experience Transformation

Posted by lantelligence on Oct 23, 2018

CX Tuesday #47

This week is about Customer Experience transformation and why it's important: 

  • Call Centre Helper's panel of experts suggestions on how to make your contact center customer-centric
  • What to do when your Customer Experience Transformation has stalled?
  • #ICMIchat community has summarized toxic leadership behaviors that frustrate employees  
  • Learn from the experts about how EX affects CX in the webinar recording 
  • Before making a next business decision, ask "What will my customer experience?"
Read More

Tags: Customer Experience, CCTR Operations

#46 Get Ready For The Peak Season

Posted by lantelligence on Oct 16, 2018

CX Tuesday #46

This week is about getting ready for a holiday season and more: 

  • ICMI suggests four things to consider when staffing for holiday season
  • Predictions for the retail holiday season 2018 by Salesforce
  • Contact Center Pipeline on how to ensure QA in multiple communication channels 
  • More on EX: Zendesk is changing the narrative on the CX career 
  • Webinar recording "How EX affects CX and how to succeed at both" 
  • Practical advice by Call Centre Helper on working with your CSat Score
Read More

Tags: Customer Experience, CCTR Operations

How EX affects CX and How to Succeed at Both - Webinar Recording 10/11/2018

Posted by Galina Marcus on Oct 12, 2018

Watch the recording of the recent webinar "How Employee Experience (EX) Affects Customer Experience (CX) and How to Succeed at Both". This time Mike Aoki,Erica Marois, Neal Dlin and Martin Tracey are talking about different aspects of employee experience, including geographically spread teams and changes that AI and Omnichannel bring to the table.

Read More

Tags: CCTR Operations, CCaaS, Video, Customer Experience

How EX affects CX and How to Succeed at Both - Webinar Recording

Posted by Galina Marcus on Oct 12, 2018

Watch the recording of the recent webinar "How Employee Experience (EX) Affects Customer Experience (CX) and How to Succeed at Both". This time Mike Aoki,Erica Marois, Neal Dlin and Martin Tracey are talking about different aspects of employee experience, including geographically spread teams and changes that AI and Omnichannel bring to the table.

Read More

Tags: CCTR Operations, CCaaS, Video, Customer Experience

Continuous Customer Service Improvement

Posted by lantelligence on Oct 9, 2018

CX Tuesday #45

This week is all about customer service improvement: 

  • ICMI identifies three keys to world-class customer service 
  • Call Centre Helper speaks about continuous call center performance improvement
  • The Help Scout gives away 16 best customer service skills every agent needs to learn
  • Forbes features 10 best examples of Customer Service Departments
Read More

Tags: Customer Experience, CCTR Operations

Happy Customer Service Week!

Posted by lantelligence on Oct 2, 2018

This week, is all about celebration of National Customer Service Week and everyone who makes CX a work of their lives: 

  • The official video message from National Customer Service Week 2018
  • The review of essentials for Customer Service Excellence 
  • Change the mindset and habits to make every week a Customer Service Week
  • 16 ideas for Customer Service Week celebration with your team.
Read More

Tags: Customer Experience, CCTR Operations