CX Blog

Driving permits, trips abroad, and skydiving are at their best the first time they're experienced. On the other hand, like wine, accepting customer contacts gets better with age. Especially for first-time contact center agents, speaking with that first customer can be a nerve wracking experience. Uncertainty isn't only a problem for the agent. As trainers and coaches, we want our new colleagues to have the necessary confidence and knowledge to successfully help our customers along their journey.

“When is my membership renewal date?” “How many educational credits do I need this year to maintain my designation?” “What are the benefits of my association membership?” If you work for a professional association, you probably have members asking these questions every day. How well you handle these situations impacts membership renewals and retention.

Watch the recording of the recent webinar "5 Tips To Attract Superstar Contact Center Employees" from our new series "5 Tips From an Expert" with Mike Aoki. The guest experts are Sangeeta Bhatnagar, Founder of SB Global, Chair at GTACC and Jeff Doran, President of CCEOC.  

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

• Why it is important to follow up with the survey respondents individually
• How speech analytics is changing the customer service landscape
• Best practices for customer experience in the healthcare industry
• Why AI is creating the challenge of attracting the right employees
• Human experience in contact center applies to both customers and employees

Sangeeta Bhatnagar have been in customer service her entire career, starting in an answering service after high school through founding SB Global, Human Capital Solutions in 2008. As an industry veteran and a chair of GTACC (Greater Toronto Area Contact Center Association), Sangeeta advocates for Human Experience First approach whether it applies to your customers or employees. Sangeeta is another guest expert at our upcoming live webinar where along with Jeff Doran they will share advice on attracting and retaining superstar Contact Center employees. 

5 Customer Service Tips for Healthcare Industry Contact Centers

Why can’t you tell me over the phone?”, “What do you mean that’s not your policy?” “Is there anyone else who can help me?” Those are common customer service complaints in healthcare. In addition to actual medical attention, patients and their families often deal with booking appointments, getting specialist referral visits and reporting billing errors. That leads to understandable patient frustration.

Jeff Doran, a sought after speaker, author and a Founder and President of CCEOC Inc, made employee experience in Customer Service industry a work of his life. We invited him to be a guest speaker at our upcoming CX Webinar and asked him a few questions about his career and outlook on the industry.

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

• How upfront communication agreement helps prevent customers dissatisfaction
• How to apply customer service principles to the distributor relationships, and why
• Upcoming Webinar: "5 Tips to Attract Superstar Contact Center Employees"
• Why AI-powered everything doesn't always help customer service reality
• How kindness and trust can bring your customer experience to a new level

"They are our sales force. Without wholesalers and retailers, we can't make money!" a Business Development Manager said to me recently. He was right! Most manufacturers do not sell directly to the public. Instead, they sell through wholesalers and retail channels to make a profit.

Watch the recording of the recent webinar "3 Technologies to Drive Peak Performance of Your Contact Center - Recommended by Industry Experts" from our new series "5 Tips From an Expert" with Mike Aoki. The guest experts are Kay Phelps, Senior Product Analyst @ 8X8 and Marty Tracey, CEO of LANtelligence.