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.

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Tags: Customer Experience, 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. 

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

Your ShoreTel Phone System is not "End of Life"

Posted by lantelligence on Dec 23, 2019

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". 

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Tags: UCaaS, Customer Experience, Insider

3 Questions to Ask Your Next Mitel (Shoretel) Support Partner

Posted by lantelligence on Nov 7, 2019

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. 

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Tags: Customer Experience

5 Tips for Handling Irate Customers in the Telecom Industry

Posted by Mike Aoki on Nov 4, 2019

Experiencing irate customers in your contact center? Read on to discover the 5 tips for handling irate customers in your contact center. 

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Tags: Customer Experience, Tip of the Month

[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

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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

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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.

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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
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Tags: Customer Experience, CCTR Operations

[CCTR Insider] Hold, please! 5 Steps For Happily Waiting Customers

Posted by Andrew Gilliam on Jul 25, 2019

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.

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Tags: Customer Experience, CCTR Operations, Insider