lantelligence

Recent Posts

CX Tuesday Monthly Digest, June 2019

Posted by lantelligence on Jul 2, 2019

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
Read More

Tags: Customer Experience, CCTR Operations

5 Tips To Attract Superstar Contact Center Employees - Webinar Recording 6/6/2019

Posted by lantelligence on Jun 10, 2019

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.  

Read More

Tags: Video, CCaaS, CCTR Operations, employee experience

CX Tuesday Monthly Digest, May 2019

Posted by lantelligence on Jun 4, 2019

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
Read More

Tags: Customer Experience, CCTR Operations

CX Tuesday Monthly Digest, April 2019

Posted by lantelligence on Apr 30, 2019

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
Read More

Tags: Customer Experience, CCTR Operations

CX Tuesday Monthly Digest, March 2019

Posted by lantelligence on Apr 2, 2019

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?
Read More

Tags: Customer Experience, CCTR Operations

CX Tuesday Monthly Digest, February 2019

Posted by lantelligence on Mar 5, 2019

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.
Read More

Tags: Customer Experience, CCTR Operations

CX Tuesday Monthly Digest, January 2019

Posted by lantelligence on Feb 5, 2019

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.
Read More

Tags: Customer Experience, CCTR Operations

#55: Wrapping Up 2018

Posted by lantelligence on Dec 18, 2018

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. 
Read More

Tags: Customer Experience, CCTR Operations

#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)
Read More

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.
Read More

Tags: Customer Experience, CCTR Operations