CX Blog

CX Tuesday #48

This week is about Contact Center technology and its application to various customer service needs: 

• Gartner has published their Magic Quadrant for Contact Center as a Service, North America. Get your copy!
• When selecting the new technology, think about who and how will design and implement the solution for your contact center.
• According to the Call Centre Helper, IT issues and lack of new technology are at the top of the list of biggest contact center problems.  
• How to Mitigate the Risks of Seasonal Contact Center Employees and what technology can help with it. 

CX Tuesday #47

This week is about Customer Experience transformation and why it's important: 

• Call Centre Helper's panel of experts suggestions on how to make your contact center customer-centric
• What to do when your Customer Experience Transformation has stalled?
• #ICMIchat community has summarized toxic leadership behaviors that frustrate employees  
• Learn from the experts about how EX affects CX in the webinar recording 
• Before making a next business decision, ask "What will my customer experience?"

CX Tuesday #46

This week is about getting ready for a holiday season and more: 

• ICMI suggests four things to consider when staffing for holiday season
• Predictions for the retail holiday season 2018 by Salesforce
• Contact Center Pipeline on how to ensure QA in multiple communication channels 
• More on EX: Zendesk is changing the narrative on the CX career 
• Webinar recording "How EX affects CX and how to succeed at both" 
• Practical advice by Call Centre Helper on working with your CSat Score

Watch the recording of the recent webinar "How Employee Experience (EX) Affects Customer Experience (CX) and How to Succeed at Both". This time Mike Aoki,Erica Marois, Neal Dlin and Martin Tracey are talking about different aspects of employee experience, including geographically spread teams and changes that AI and Omnichannel bring to the table.

CX Tuesday #45

This week is all about customer service improvement: 

• ICMI identifies three keys to world-class customer service 
• Call Centre Helper speaks about continuous call center performance improvement
• The Help Scout gives away 16 best customer service skills every agent needs to learn
• Forbes features 10 best examples of Customer Service Departments

This week, is all about celebration of National Customer Service Week and everyone who makes CX a work of their lives: 

• The official video message from National Customer Service Week 2018
• The review of essentials for Customer Service Excellence 
• Change the mindset and habits to make every week a Customer Service Week
• 16 ideas for Customer Service Week celebration with your team.

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

• How to attract and retain top talent in a highly competitive world of Customer Experience? 
• #ICMIchat video on how to change your contact center culture
• Research by Human Resource Management shows how recognition programs affect talent retention and recruitment in contact centers.
• National Customer Service Week is right around a corner. This year's theme is employee recognition.

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?

"EX", or Employee Experience, is the new buzzword in Customer Service industry. Its popularity is ramping up along with the "Digital Transformation", "CX" and "Millennials", and it's not a coincidence. 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. 

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?