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#54: Contact Center Technology Focus

Posted by lantelligence on Dec 11, 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)
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Tags: Customer Experience, CCTR Operations

#53: CX Trends 2019

Posted by lantelligence on Dec 4, 2018

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.
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Tags: Customer Experience, CCTR Operations

#52: CX as a Business Grower

Posted by lantelligence on Nov 27, 2018

CX Tuesday #52

This week's topics are about the aspects of customer service that contribute to overall business growth: 

  • Lori Bocklund analyses contact center budget structure considering its ROI.
  • Adapting to digital disruption and shifting customer habits. The future of customer service.
  • Everything you need to know about contact center waiting time.
  • Six ways to make the customer experience your competitive differentiator.
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Tags: Customer Experience, CCTR Operations

#51: Polishing CX Through Communication Skills & Technology

Posted by lantelligence on Nov 20, 2018

CX Tuesday #51

This week's topics are: 

  • Listen to the customers' input about what matters to them in customer service and customer experience.
  • The digital age is dictating the changes to customer interactions through multiple channels.
  • Poorly designed, implemented or managed Contact Center solution can make good technology worthless for your CX.
  • Teach your Agents how to dissolve customers' frustration immediately.
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Tags: Customer Experience, CCTR Operations

#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.
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Tags: Customer Experience, CCTR Operations

#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. 
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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. 
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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?"
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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
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Tags: Customer Experience, CCTR Operations

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