CX Blog

CX Tuesday #53

This week we gathered some insights to help you navigate through the aspects of customer service operations that will stand out next year: 

• Forrester’s predictions 2019 complimentary guide.
• Speech Analytics: Highlighting Three Problem Areas and Three Opportunities.
• Where Does AI Belong in the Retail Customer Experience?
• How to Keep Your Virtual Team Engaged.

CX Tuesday #52

This week's topics are about the aspects of customer service that contribute to overall business growth: 

• Lori Bocklund analyses contact center budget structure considering its ROI.
• Adapting to digital disruption and shifting customer habits. The future of customer service.
• Everything you need to know about contact center waiting time.
• Six ways to make the customer experience your competitive differentiator.

CX Tuesday #51

This week's topics are: 

• Listen to the customers' input about what matters to them in customer service and customer experience.
• The digital age is dictating the changes to customer interactions through multiple channels.
• Poorly designed, implemented or managed Contact Center solution can make good technology worthless for your CX.
• Teach your Agents how to dissolve customers' frustration immediately.

A CCaaS Solutions Provider’s CEO Offers His Thoughts on the 2018 Contact Center Technology Survey Findings

Posted on Contact Center Pipeline Blog, 10/23/2019

As the second line of the 2018 Contact Center Technology Survey special report puts it, “Some things never change.” Every year, it is amazing to see an obvious disconnect between the way organizations select their contact center technology and their satisfaction with that technology.

CX Tuesday #50

Thanksgiving and Black Friday are right around the corner. Christmas won't give you much time to catch a second wind. This week CX Tuesday is full fresh articles on how to prepare your Contact Center for the holidays: 

• 5 tips to maintain agent morale during the holidays, while keeping customers happy from Mike Aoki.
• 6 ways to look out for your employees over the holidays from Call Centre Helper.
• Strategies to retain top talent during the holidays and beyond from Contact Center Pipeline.
• Is your retail call center ready for the 2018 holiday season? From Ameridial.

5 Tips to Maintain Agent Morale During the Holidays, While Keeping Customers Happy

I love the holiday season. I enjoy celebrating and spending time with loved ones. However, the holiday season can be challenging for contact centers. It means higher call volumes, more customer service demands and increased sales support. That means longer hours and more late night/weekend shifts for your Agents.

CX Tuesday #49

This week's articles contain practical tips for customer retention, seeking customer opinion and transforming "scarry customer service" into "scarry good" one: 

• Andy Hanselman suggests you should add these ten questions to your script to seek honest customer opinion.
• Eleven customer retention strategies from Call Centre Helper.
• Dr. Willie Jolley’s Ten Commandments of Superior Customer Service.  
• Jeremy Watkin shares five tips to go from scary to scary good customer service. 

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