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
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.
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.
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.