LANtelligence Customer Support During COVID 19 Outbreak

Posted by lantelligence on Mar 20, 2020

Here are the two easiest options for setting up and supporting your employees working from home during the COVID 19 outbreak.

Read More

Tags: Customer Experience, CCaaS, CCTR Operations, employee experience

Lead, Train, and Coach Your Contact Center Employees to Success

Posted by lantelligence on Mar 10, 2020

Watch the recording of the recent webinar "Lead, Train, and Coach Your Contact Center Employees to Success" with Mike Aoki. The guest experts are Sheri Kendall and Kate Nasser.  

Read More

Tags: Video, CCaaS, CCTR Operations, employee experience

5 Tips to Provide Better Customer Service via Email

Posted by Mike Aoki on Feb 26, 2020


Learn the five tips to providing better customer service via email and improve your contact center’s email customer service. 

Read More

Tags: Customer Experience, CCaaS, CCTR Operations, employee experience

5 Customer Experience Tips for IT Help Desks

Posted by Mike Aoki on Feb 16, 2020


Learn the five tips to improving your IT Help Desk’s internal “customer” service scores & get your team recognized as a vital resource that supports your business now. 

Read More

Tags: Video, CCaaS, CCTR Operations, employee experience

5 Key Strategies for Your Contact Center's Operational Success

Posted by lantelligence on Jan 1, 2020

Watch the recording of the recent webinar "5 Key Strategies for Your Contact Center's Operational Success" with Mike Aoki. The guest experts are Leanne Park and Martin Tracey.  

Read More

Tags: Video, CCaaS, CCTR Operations, employee experience

[CCTR Insider] Why Leaders Don't Act On Unstructured Feedback

Posted by Andrew Gilliam on Oct 24, 2019

This is the last of a three-part series about the challenges of harnessing unstructured feedback across every level of the enterprise. In previous posts, we explored how to maximize unstructured feedback and why agents don’t share feedback that they receive from customers. In this article, we’ll focus on what happens to the feedback that makes it to management. 

Read Part 1: Solutions To Maximize Unstructured Feedback and Part 2: Why Agents Don't Share Unstructured Feedback

Read More

Tags: Customer Experience, CCTR Operations, Insider

[CCTR Insider] Why Agents Don't Share Unstructured Feedback

Posted by Andrew Gilliam on Sep 26, 2019

Unstructured feedback is the next great frontier in customer experience management, but the disorganized nature that gives the term its name makes it difficult to take full advantage of the goldmine. This is the second of a three-part series about the challenges of harnessing unstructured feedback across every level of the enterprise.

Read Part 1: Solutions To Maximize Unstructured Feedback

Read More

Tags: Customer Experience, CCTR Operations, Insider

[CCTR Insider] Solutions To Maximize Unstructured Feedback

Posted by Andrew Gilliam on Aug 27, 2019

Welcome to the three-part series about the challenges of harnessing unstructured feedback across every level of the enterprise. In this part, I’ll share my tips to overcome these challenges and suggest some technology that can help your organization leverage unstructured customer feedback.

In other two parts, we will explore why agents don’t share feedback and why it’s hard for leaders to act on feedback that is shared.

Read More

Tags: Customer Experience, CCTR Operations, Insider

CX Tuesday Monthly Digest, July 2019

Posted by lantelligence on Aug 6, 2019

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

  • How to help contact center agents convert customer requests into sales
  • How the gig economy affects contact center recruiting process
  • Professional tips on putting customers on hold
  • Recording of the webinar with Jeanne Bliss and Mike Aoki
  • How increasing AI adoption impacts customer service
Read More

Tags: Customer Experience, CCTR Operations

5 Essential Leadership Skills for CCTR Executives - Webinar Recording 7/31/2019

Posted by lantelligence on Aug 1, 2019

Watch the recording of the recent webinar "5 Essential Leadership Skills for Enterprise Contact Center Executives" from our series "5 Tips From an Expert" with Mike Aoki. The guest expert is Jeanne Bliss, best-selling author and Founder and CEO of Customer Bliss.  

Read More

Tags: Video, CCaaS, CCTR Operations, employee experience