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
4 Things to Consider When Staffing for Peak Season
By Neal Topf for ICMI
Being able to handle increased customer volume during peak season can make or break your success during a very lucrative time. Whether your peak season is during the holidays or the middle of summer, here are a few things you might consider.
Holiday 2018 Predictions: Mobile Will Ring Up Most Purchases for the First Time Ever
By Rick Kenney for Salesforce Blog
What can retailers expect from the 2018 holiday shopping season? Based on the shopping data of over 500 million global shoppers, we’ve outlined the five biggest trends that will dominate headlines this holiday season — and what they mean for retailers.
QA in an Omnichannel World
By Susan Hash for Contact Center Pipeline
Customers expect choices when they need to reach out for service or support. They want to interact with brands via their preferred channel, be it voice, text, chat, social media or email.
Changing the Narrative on Careers in Customer Service
By Heather Hudson for Zendesk
Customer service jobs have a reputation for being entry-level, means-to-an-end gigs that go nowhere. But in our hyper-digital world, that’s changing. There’s a growing awareness that people on the front lines are astute, savvy, and big-thinking—and it pays to invest in them and keep them engaged.
The webinar recording
How to Get More from Your Customer Satisfaction (CSat) Scores
By Call Centre Helper
Customer satisfaction (CSat) scores can be great indicator of overall performance, but how can they be used to benefit the contact centre? For maximum value, you need to know how satisfied the customer is with different parts of your service, let’s call these performance dimensions, so you know exactly where you need to improve.