Welcome to #CXTuesday!
Are You Preparing Your Agents for the Next Wave of Contact Center Technology?
By Mike Aoki
A major contact center recently invested in a state of the art live chat system. It included pre-written responses and an easy to use interface for juggling multiple chats at once. It was a masterful piece of technology. However, senior leaders were puzzled by the results. The expected gains in productivity were not materializing. Veteran Agents - raised on handling one voice call at a time - only felt comfortable handling one chat at a time. This story highlights one of the biggest gaps in technology procurement: not preparing the end user make full use of a new system. It is like buying a Ferrari to go to the grocery store.
The 10 Things They Won’t Tell You About Artificial Intelligence
By Call Centre Helper
There has been a lot of talk about the promise of AI, but do you want to know the inside track on the state of AI in the customer management industry today?LEARN MORE...
7 Simple Ways to Improve the Customer Experience
Customer experience can, more often than not, determine a company's level of success. Research shows that when customers are dissatisfied with their experience, they will find another company that does meet their needs. Delivering a frustrating customer experience is just not an option for businesses that want to prosper today. Are you looking for ways to elevate the service you provide?
Upgrade Your Customer Support Rep To A Customer Support Professional
By Shep Hyken
The lower-paid positions are often most responsible for interacting with customers. One way to reflect their importance, to show that they are the best of the best in any and all of these positions, regardless of what they are paid, is to bestow the title of professional.