#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
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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.

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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
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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.
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Tags: Customer Experience, CCTR Operations

CX Tuesday Weekly Digest #43

Posted by lantelligence on Sep 25, 2018

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

  • How to attract and retain top talent in a highly competitive world of Customer Experience? 
  • #ICMIchat video on how to change your contact center culture
  • Research by Human Resource Management shows how recognition programs affect talent retention and recruitment in contact centers.
  • National Customer Service Week is right around a corner. This year's theme is employee recognition.
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Tags: Customer Experience, CCTR Operations

CX Tuesday Weekly Digest #42

Posted by lantelligence on Sep 18, 2018

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

  • What affects contact center employees motivation and loyalty and how it affects customer experience? + Upcoming webinar announcement
  • Do the best performing Agents always make the best supervisors? 
  • How to measure and calculate attrition rates in the contact centre?
  • How do you, as a leader, influence your employees? Do you have a positive impact, defensive impact, or somewhere in between?
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Tags: Customer Experience, CCTR Operations

How Employee Experience (EX) Affects Customer Experience (CX)

Posted by Mike Aoki on Sep 12, 2018

"EX", or Employee Experience, is the new buzzword in Customer Service industry. Its popularity is ramping up along with the "Digital Transformation", "CX" and "Millennials", and it's not a coincidence. The increasing pressure of delivering the exceptional customer experience along with a learning curve of the new technology and tools are affecting contact center employees' motivation and loyalty. 

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Tags: CCTR Operations, Customer Experience

CX Tuesday Weekly Digest #41

Posted by lantelligence on Sep 11, 2018

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

  • Treat your employees as if they were customers to improve CX.
  • Upcoming webinar: How to upswing employee experience to improve customers experience.
  • How to transition employees from the order desk to internal sales?
  • Industry experts and Call Centre Helper's readers on when it is OK to hang up on a customer.
  • How to scale your culture as your contact center grows?
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Tags: Customer Experience, CCTR Operations

CX Tuesday Weekly Digest #40!

Posted by lantelligence on Sep 4, 2018

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

  • How to drive a great customer experience in a resource-limited contact center
  • Upcoming webinar: How to upswing employee experience to improve customers experience  
  • Why many consumers still prefer human agents to chatbots for their customer service engagements
  • How to develop team leaders who are boosting agents happiness
  • How to hire, onboard and retain new contact center employees 
Read More

Tags: Customer Experience, CCTR Operations

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