CX Tuesday Weekly Digest #41

Posted by lantelligence on Sep 11, 2018

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

  • Treat your employees as if they were customers to improve CX.
  • Upcoming webinar: How to upswing employee experience to improve customers experience.
  • How to transition employees from the order desk to internal sales?
  • Industry experts and Call Centre Helper's readers on when it is OK to hang up on a customer.
  • How to scale your culture as your contact center grows?

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Employees Are Customers Too: The Secret Of Internal Customer Service Training And Culture Change

By Micah Solomon for Forbes

The single most important internal customer service training “technique” isn’t a technique, a best practice, a trick at all. It’s something different, something more profound: It’s a point of view, a state of mind.


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.


Turn Your Order Desk into an Inside Sales Team

By Mike Aoki for Contact Center Pipeline

Imagine you are a frontline employee at a company’s order desk. For years, you answered the inbound phone queue and took orders from vendors. Your job success was measured by input accuracy and talk time. Then your manager says, “Congratulations. You are now inside sales reps! Your new job will be judged on sales volume and you will also have to initiate outbound calls at least 50% of the time.”


When Is It OK to Hang up on a Customer?

By Call Centre Helper

We’ve got in touch with our readers and other industry experts to find out when is best to hang up on a customer.  


How to Scale Your Culture as Your Contact Center Grows

By Matt Beckwith for ICMI

What is culture? In my mind, it is the principle that will guide employees to behave in a certain way - the operative term being, guide, not force. 


Tags: Customer Experience, CCTR Operations