Welcome to #CXTuesday!
Maximize Agent Performance With the Right Coaching Tools
By Mike Aoki
Coaching Agents on small weekly improvements leads to big results over time. However, coaching must be based upon accurate observation. Does your front line leadership team have the right technology to coach Agents?
Lost in the Labyrinth: If Information is Currency, Contact Centers are Revenue Engines
By Contact Center Pipeline
I have said for decades that information is a form of currency in the digital age and that contact centers are a pure source of it! The contact center dominates and will continue to dominate as a remarkable enterprise resource for information and data. It is a singular source of raw currency and customer intelligence. The contact center is the peculiar place where your enterprise is as close as it can get to real customer information—actual customer dialogue and interaction.
Employees Can Make or Break Your Customer Experiences
By CMS Wire
Employees are the face of the company. As we all know, one bad experience can make a customer turn away from a company for life. What’s even worse, there is a good probability that disgruntled customers will tell others about their negative experiences. As Warren Buffet said, “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.”
How to Assess and Define Your Culture
We have all read about the importance of culture and the connection to performance, both individual and company-wide. Having a culture that truly brings out the best in our employees-- one where they are motivated, challenged, and committed to the organization and its customers is something I am confident we all strive to attain. The challenge is that culture is harder to define and quantify than most other aspects of our organization