CX Tuesday Weekly Digest #42

Posted by lantelligence on Sep 18, 2018

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

  • What affects contact center employees motivation and loyalty and how it affects customer experience? + Upcoming webinar announcement
  • Do the best performing Agents always make the best supervisors? 
  • How to measure and calculate attrition rates in the contact centre?
  • How do you, as a leader, influence your employees? Do you have a positive impact, defensive impact, or somewhere in between?

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How Employee Experience Affects Customer Experience 

By Mike Aoki for LANtelligence

The increasing pressure of delivering the exceptional customer experience along with a learning curve of the new technology and tools are affecting contact center employees' motivation and loyalty. 

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Upcoming Webinar

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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

Ready to Promote Your Star Agent to Supervisor? Not so Fast

By Erica Marois for Contact Center Pipeline

When a supervisor position comes open, it’s natural to look to internal candidates first, especially considering how long the hiring process can drag on. But promoting from within doesn’t always have to mean pulling the best frontline agents off the phones.

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How to Calculate Attrition

By Call Centre Helper

Attrition is the rate at which members of staff leave the workforce over a given period of time. It is also known as ‘employee turnover’, or ‘employee churn’, although in the contact centre industry, ‘churn’ tends to refer to the flow of customers rather than staff.

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Leaders: How are Your Daily Behaviors Impacting Your Team?

By Chris Edmonds for ICMI

Every leader has an impact, every day. Do you have a positive impact, defensive impact, or somewhere in between? Research over the past ten years shows that a leader's impact is powerful - and, too often, negatively influences employee sanity and production.

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Tags: Customer Experience, CCTR Operations