Welcome to #CXTuesday!
How To Motivate Contact Center Agents (Hint: It's Not About Pizza Or Gift Cards)
What motivates contact center agents to do a good job? Is motivation innate, like the ability to sing on key or roll your tongue? Or does motivation come from the managers’ offer of the perfect incentive: a flexible schedule, a higher salary, or free pizza in the breakroom?
Getting A Handle On Abandonment Rate In The Contact Centre
By Call Centre Helper
Recently, a Call Centre benchmarking report made the rounds, stating that the industry standard average abandonment rate was 12%. It could have said 22%, 2% or even 82% and the report still wouldn’t have been that helpful. But it was the long thread of comments that struck me.
Is Your Organization Ready For A Coaching Culture?
By Contact Center Pipeline
When it comes to culture, lasting change starts at the top with the leadership team. “Employees are ready to be engaged and empowered,” says employee and customer empowerment expert Shawn Casemore, author of The Unstoppable Organization: Empower Your People, Engage Your Customers and Grow Your Revenue. “It’s the mindset shift in leadership that is the challenge. Why? For many leaders, a coaching culture represents a change in what they have been taught. They became a leader and formed their leadership approach based on their own experiences of having been led. This type of approach challenges what they know.”
10 Customer Experience Implementations Of Artificial Intelligence
By Blake Morgan for Forbes
Artificial intelligence is popping up everywhere and changing how customers interact with brands. In fact, by 2025, an estimated 95% of customer interactions will be supported by AI technology. From chatbots to automation, artificial intelligence helps brands learn more about their customers to enhance personalization. Here are just a few of the ways brands are leveraging artificial intelligence and machine learning to make customer experiences better.