Andrew Gilliam

Andrew Gilliam
Andrew Gilliam is an HDI-certified IT Support Center Analyst for a public university, an ICMI Featured Contributor, and was named one of ICMI’s Top 50 Customer Experience Thought Leaders to follow on Twitter. He speaks and writes about Voice of the Customer strategy, employee and customer experience innovation, and contact center best practices. Andrew has developed employee portals, created effective surveys, and built silo-busting collaboration systems.
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Recent Posts

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