CX Tuesday Weekly Digest #39

Posted by lantelligence on Aug 28, 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 create a motivating and fun environment for contact center agents
  • Upcoming webinar: How to upswing employee experience to improve customers experience  
  • The strong customer service culture is a human-to-human culture
  • How to create atmosphere of positive, meaningful peer-to-peer relationships in contact center
  • Four common analytics mistakes enterprise contact centers should avoid to increase agent retention 

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Agent Motivation That Works (Hint: Avoid Formulas)

By Brad Cleveland for ICMI

The most successful contact centers have environments that are motivating, and fun to be part of. But how do they do it?

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Upcoming Webinar How EX Affects CX

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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

How To Build A Strong Customer Service Culture

By Saloni Doshi for Forbes

"Our business recently transitioned to a more sophisticated help desk platform. Throughout the search process, I was struck by how many solutions are laser-focused on features aimed at efficiency and reducing human interaction between customers and agents. In parallel, I’ve had a spate of tough customer service experiences, in industries ranging from software solutions to print shops..."

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Fostering Loyalty with Customer Service Professionals 

By Nate Brown for Contact Center Pipeline

We love to talk and write about the leader to employee relationship. While this is certainly a critical one, this single touch point is not near as influential to an agent’s experience as the various peer-level relationships. As leaders we must be very intentionally focused on creating atmosphere of positive, meaningful peer-to-peer relationships!  

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Common Analytics Mistakes That Lead to Higher Agent Attrition

By Mike Aoki for LANtelligence

Managing an enterprise contact center is like, “Herding a bunch of cats.” Make one area work well and another area goes off track. So, leaders are constantly in damage control mode. Thankfully, analytics can identify which areas need help. However, there are common mistakes to avoid regarding analytics.

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Tags: Customer Experience, CCTR Operations