CX Tuesday Weekly Digest #40!

Posted by lantelligence on Sep 4, 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 drive a great customer experience in a resource-limited contact center
  • Upcoming webinar: How to upswing employee experience to improve customers experience  
  • Why many consumers still prefer human agents to chatbots for their customer service engagements
  • How to develop team leaders who are boosting agents happiness
  • How to hire, onboard and retain new contact center employees 

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4 CX Actions for the Cash-strapped, Resource-limited Contact Center

By Jeremy Watkin for ICMI

Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career, I’d like to enlighten you on an important concept. It’s called Minimum Viable Product (MVP). I define MVP as having a product with the basic functionality necessary to meet the needs of most customers.

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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

Chatbots Are Killing Customer Service. Here's Why.

By Christopher Elliott for Forbes

The CGS study, part of its annual Global Consumer Customer Service Report, examined consumer preferences for customer service engagements, specifically chatbot usage. It found that despite today’s technology-dependent environment, many consumers still prefer human agents to chatbots for their customer service engagements.

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How to Develop Team Leaders in the Contact Centre

By Call Centre Helper

Orit Avital, General Manager at Ottorita, shares her advice on how best to support team leaders when managing contact centre advisors.  

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Four Best Practices for Onboarding New Contact Center Employees

By John Loughlin for Contact Center Pipeline

Hiring and onboarding new employees are processes that no contact center manager takes lightly, especially since high agent turnover remains a top challenge.

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Tags: Customer Experience, CCTR Operations