CX Blog

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. 

Tags: Customer Experience, CCTR Operations

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)

Tags: Customer Experience, CCTR Operations

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.

Tags: Customer Experience, CCTR Operations

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.

Tags: Customer Experience, CCTR Operations

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.

Tags: Customer Experience, CCTR Operations

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.

Tags: Customer Experience, CCTR Operations

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. 

Tags: Customer Experience, CCTR Operations

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. 

Tags: Customer Experience, CCTR Operations

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?"

Tags: Customer Experience, CCTR Operations

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

Tags: Customer Experience, CCTR Operations