CX Blog

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

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.  

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

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

• How upfront communication agreement helps prevent customers dissatisfaction
• How to apply customer service principles to the distributor relationships, and why
• Upcoming Webinar: "5 Tips to Attract Superstar Contact Center Employees"
• Why AI-powered everything doesn't always help customer service reality
• How kindness and trust can bring your customer experience to a new level

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

• The importance of customer effort in gaining customer loyalty.
• What Kay Phelps thinks about AI and Machine Learning in the future of customer experience and her advice to customer service leaders.
• Upcoming webinar: 3 Technologies to Drive Peak Performance of Your Contact Center.
• Tips by Mike Aoki for insurance industry contact centers.
• Effective ways for a retail business to earn more customer satisfaction.
• What can you do to strike the right balance between quality and productivity of your contact center?

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

• 2019 technological innovation that is the key to modern customer experience.
• Webinar Recording "5 Ways CX Journey Mapping Can Improve CSAT & NPS Results."
• Training tools and techniques that enhance the learning experience.
• Tips for providing customer service that results in customer loyalty.
• Some best practices in customer service messaging shared by CX Experts.

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

• New Year's customer experience related trends at the world's largest consumer technology event.
• How Annette Franz of CX Journey Inc sees the future of customer experience and her best advice to customer service leaders.
• Upcoming Webinar: 5 Ways CX Journey Mapping Can Improve CSAT & NPS Results.
• Contact Center Challenges & Priorities survey has recently revealed their latest results. This year's theme is change.
• Tips shared by CX experts for how the effectiveness of digital customer service can be improved.

CX Tuesday #55

This week we are wrapping up the 2018 by sharing with you the following stories: 

• Mike Aoki gives advice on how to find time for a frequent agent coaching throughout the busy year.
• Jason Sterns suggests that call centers will help close the CX gap in 2019.
• ICMI released their fifth annual list of Top 50 CX Influencers on Twitter.
• Call Centre Helper shares the digest of their most popular articles posted in 2018. 

CX Tuesday #54

This week we focused on contact center and customer experience technology (again) to give you some new angles on this topic: 

• Jeremy Watkin shares five contact center tech upgrades to consider in 2019.
• The expert panel from Call Centre Helper shares tips on how to integrate contact center technology with your CRM.
• Lori Bocklund shares key technology areas that can transform your contact center. 
• The research by PwC shows that technology is a great supplement - not substitute - for human interaction for the best CX. (see the full report)

CX Tuesday #53

This week we gathered some insights to help you navigate through the aspects of customer service operations that will stand out next year: 

• Forrester’s predictions 2019 complimentary guide.
• Speech Analytics: Highlighting Three Problem Areas and Three Opportunities.
• Where Does AI Belong in the Retail Customer Experience?
• How to Keep Your Virtual Team Engaged.