CX Tuesday Weekly Digest #38

Posted by lantelligence on Aug 21, 2018

Best practical advice from CX industry professionals at Forbes, ICMI, Contact Center Pipeline, Call Centre Helper and others. This week, learn about: 

  • How to determine the best method to cover staffing needs for a few weeks or several months.
  • Our upcoming webinar about interdependence of employee experience and customer experience.
  • Five tips on how to approach and think about the experience of your clients.
  • Top five things we learned from Contact Center Technology Survey
  • Ways to cope with the emotional labor of contact center work

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Contact Centre Forecasting: Closing the Staffing Gap

By Call Centre Helper

Before you actually allocate staff against the demand, it’s important to think about your overall staffing strategy. In some contact centers, it’s all about the customer and it’s OK to overstaff and be able to handle spikes in call volume, handle time or shrinkage.

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Upcoming Webinar How EX Affects CX

Join us on Thursday, October 11 at 1 PM ET/10 AM PT and learn how enterprise contact centers can improve employee experience (EX) in the new digital environment.

REGISTER HERE

Five Tips For Tackling Customer Experience Problems

By Forbes

There is a huge difference between knowing that customer experience matters and understanding how to approach it in your organization. How do you measure and prioritize experience? How do you effectively identify problems? What steps can you make to improve it? 

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2018 Contact Center Technology Survey Reveals Critical Needs

By Lori Bocklund for Contact Center Pipeline

Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! Two hundred and sixteen (216) contact center professionals shared their investment drivers, decision criteria, implementation hurdles and support concerns. New technologies and sourcing options (like the cloud!) have continued to create opportunities (and confusion) for contact center management. 

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Ways to Avoid Contact Center Agent Burnout

By Erica Marois for ICMI

Working in a contact center can take a toll--physically, mentally, and emotionally. How do you avoid agent burnout in a nonstop contact center where 10-minute "logouts" aren't necessarily an option? #ICMIchat participants share their suggestions in this video.

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Tags: Customer Experience, CCTR Operations