Sangeeta Bhatnagar: Commit to a Great HUMAN Experience!

Posted by Mike Aoki on May 23, 2019

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. 

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Tags: Customer Experience, CCTR Operations, employee experience

Jeff Doran: With a Big Focus on AI Comes Challenge of Attracting The Right Employees

Posted by Mike Aoki on May 2, 2019

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.

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Tags: Customer Experience, CCTR Operations, employee experience

CX Tuesday Monthly Digest, April 2019

Posted by lantelligence on Apr 30, 2019

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
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Tags: Customer Experience, CCTR Operations

5 Customer Service Tips for Manufacturers on How to Support Your Distribution Channel

Posted by Mike Aoki on Apr 16, 2019
"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.
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Tags: Customer Experience, CCTR Operations, How-to, verticals

3 Technologies to Drive Peak Performance of Your CC - Webinar Recording 4/4/2019

Posted by Galina Marcus on Apr 9, 2019

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.  

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Tags: Video, Customer Experience, CCaaS, CCTR Operations

CX Tuesday Monthly Digest, March 2019

Posted by lantelligence on Apr 2, 2019

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

  • The importance of customer effort in gaining customer loyalty.
  • What Kay Phelps thinks about AI and Machine Learning in the future of customer experience and her advice to customer service leaders.
  • Upcoming webinar: 3 Technologies to Drive Peak Performance of Your Contact Center.
  • Tips by Mike Aoki for insurance industry contact centers.
  • Effective ways for a retail business to earn more customer satisfaction.
  • What can you do to strike the right balance between quality and productivity of your contact center?
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Tags: Customer Experience, CCTR Operations

"AI and Machine Learning will become prevalent in CX in upcoming years.", says Kay Phelps of 8x8

Posted by Mike Aoki on Mar 7, 2019

To continue with our series of customer experience webinars of this year, the second one will take place on April 4th, which will bring more knowledge and expertise in the industry. This time Kay Phelps, a contact center professional from 8x8, will share some tips for new technology adoption in contact center. Here is how Kay sees the future of CX and her best advice to customer service leaders.

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Tags: Customer Experience, CCTR Operations

CX Tuesday Monthly Digest, February 2019

Posted by lantelligence on Mar 5, 2019

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

  • 2019 technological innovation that is the key to modern customer experience.
  • Webinar Recording "5 Ways CX Journey Mapping Can Improve CSAT & NPS Results."
  • Training tools and techniques that enhance the learning experience.
  • Tips for providing customer service that results in customer loyalty.
  • Some best practices in customer service messaging shared by CX Experts.
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Tags: Customer Experience, CCTR Operations

5 Ways CX Journey Mapping Can Improve CSAT & NPS Results - Webinar Recording 2/21/2019

Posted by Galina Marcus on Feb 25, 2019

Watch the recording of the recent webinar "5 Ways CX Journey Mapping Can Improve CSAT & NPS Results" from our new series "5 Tips From an Expert" with Mike Aoki. The guest expert is Annette Franz, the Founder and CEO of CX Journey Inc.  

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Tags: Video, Customer Experience, CCaaS, CCTR Operations

5 Customer Service Tips for Energy Industry (HVAC) Contact Centers

Posted by Mike Aoki on Feb 13, 2019

“A chain is only as strong as its weakest link.” That saying is at the heart of customer experience: consistently execute every step in a customer’s journey. That is vital when your customers’ heating and air conditioning is at stake. So, how do major HVAC (Heating, ventilation, and air conditioning) contact centers ensure their customers get the best possible experience? Here are five tips:

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Tags: Customer Experience, CCTR Operations, How-to, verticals