Here are the two easiest options for setting up and supporting your employees working from home during the COVID 19 outbreak.
Learn the five tips to providing better customer service via email and improve your contact center’s email customer service.
With Mitel acquiring ShoreTel, there has been a lot of fear, uncertainty, and doubt (FUD) in the marketplace about the ShoreTel Phone Systems. Read on to learn why the ShoreTel phone systems are not "End of Life".
Do you know what the key questions and answers to look for when considering a new Mitel (Shoretel) Support partner? Read more to find out how to distinguish the great partners from the rest.
Tags: Customer Experience
Experiencing irate customers in your contact center? Read on to discover the 5 tips for handling irate customers in your contact center.
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.
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.
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.
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
Waiting on hold can be a customer's worst nightmare. As customers, we've been there ourselves! Agents abruptly demand that we wait without a clear reason why, and when they return to us, it's like they've never met us before. We're left wondering why we can't just have our issue resolved, so that we can move on with our lives.