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.
12 Tips to Find Time for Coaching
By Mike Aoki for Contact Center Pipeline
Frequent agent coaching is more effective than one big monthly or yearly review. However, where do you find time to coach?
How Call Centers Can Help Close the Customer Experience Gap in 2019
By Jason Sterns for Transparent BPO
U.S. brands are out of touch with their customers’ needs says Forrester’s Customer Experience Index, recently released. The result is a “dangerous gap” in consumers’ sense of emotional engagement, connection, and loyalty.
ICMI's Top 50 Thought Leaders to Follow on Twitter: 2018 Edition
For five years now, ICMI has compiled a list of the top 50 thought leaders to follow on Twitter. Here's the 2018 edition.
The Top Stories of 2018
By Call Centre Helper
The Call Centre Helper shares their top 10 most popular articles posted in 2018.