3 Questions to Ask Your Next Mitel (Shoretel) Support Partner

Posted by lantelligence on Nov 7, 2019

Do you know what the key questions and answers to look for when considering a new Mitel (Shoretel) Support partner? Read more to find out how to distinguish the great partners from the rest. 

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Tags: Customer Experience

5 Tips for Handling Irate Customers in the Telecom Industry

Posted by Mike Aoki on Nov 4, 2019

Experiencing irate customers in your contact center? Read on to discover the 5 tips for handling irate customers in your contact center. 

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Tags: Customer Experience, Tip of the Month

[CCTR Insider] Why Leaders Don't Act On Unstructured Feedback

Posted by Andrew Gilliam on Oct 24, 2019

This is the last of a three-part series about the challenges of harnessing unstructured feedback across every level of the enterprise. In previous posts, we explored how to maximize unstructured feedback and why agents don’t share feedback that they receive from customers. In this article, we’ll focus on what happens to the feedback that makes it to management. 

Read Part 1: Solutions To Maximize Unstructured Feedback and Part 2: Why Agents Don't Share Unstructured Feedback

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Tags: Customer Experience, CCTR Operations, Insider

[CCTR Insider] Why Agents Don't Share Unstructured Feedback

Posted by Andrew Gilliam on Sep 26, 2019

Unstructured feedback is the next great frontier in customer experience management, but the disorganized nature that gives the term its name makes it difficult to take full advantage of the goldmine. This is the second of a three-part series about the challenges of harnessing unstructured feedback across every level of the enterprise.

Read Part 1: Solutions To Maximize Unstructured Feedback

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Tags: Customer Experience, CCTR Operations, Insider

[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