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

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How to Help Contact Center Agents Survive Their First Call

By Andrew Gilliam for LANtelligence 

For first-time contact center agents, speaking with that first customer can be a nerve wracking experience. Regardless of the length and rigor of your training program, it's impossible to account for every possible scenario.


Deliver a More Personalized Experience

By Susan Hash for Contact Center Pipeline

According to a recent Accenture Pulse Check, 83% of consumers are willing to share their data to enable a personalized experience as long as: (1) businesses are transparent about how they are going to use the data, and (2) customers have control over it.


5 Tips to Help Professional Associations Provide Great Customer Experience for Their Members  

By Mike Aoki for LANtelligence

I have been on the boards of several associations. I have also trained association boards and office staff on customer service skills. Based upon that, here are 5 tips for a better member experience.


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How to Coach Empathy in the Contact Centre – With Three Training Exercises

Call Centre Helper

To be a contact centre advisor, you need certain skills that are difficult to test in conventional one-to-one interviews. One of the skills is Emotional Intelligence.


All About The Customer: How To Create A Successful Customer Experience Strategy

Annette Franz for Forbes

There's a lot of talk out there about customer experience transformations stalling, or worse, failing. And there's a lot of speculation as to why that's happening. From my perspective, the root cause lies at the top of the organization.


Tags: Customer Experience