Help Your Agents Stay Energized at Work
Ann started her day with a double espresso and a quick lap around the block, but by 2pm she has been staring at the same customer service ticket for ten minutes and can’t remember what her last acti...
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Bad Bot vs Good Customer Service
The chatbot. These digital interface tools have become a familiar, sometimes funny, sometimes maddening part of online customer service. Even with the growth of AI there are many bad bots, but they do...
Failing in Customer Service – What Industries and Companies are the Worst
Do you want to be known throughout your industry as the absolute worst in customer service? Are you eager for the kind of negative reputation that vitriolic customers can give you? Is being sued by yo...
CX and EX: Balancing Company Policies And Customer Service Agent Needs
Yeah, we know. Relationships are hard. But human beings (and businesses) don't do well on an island alone. Build your CX and EX together....
Leading in Customer Service Success – What Industries and Companies are Setting the Standard?
There are many aspects to leading in customer service success. Depending on the company, customer service can conjure anger and disappointment or warm fuzzies and devotion. Today we’re looking at: I...
Offshoring Contact Center Operations In A Multilingual World
Remote and offshore work is a growing field with projections of growth to $19.5 Billion by 2025. Let’s look at the reasons, benefits and challenges of offshoring contact center operations in a mul...
The 2021 Holiday Buying Season – Employee Shortages, Angry Customers and Rising Costs
The 2021 holiday buying season is riddled with post-pandemic challenges including. Let’s look at the current crazy state of affairs....
QA Workflow Planning with Sample Workflows
QA is, in part, meant to align customer facing service with company goals. An effective CX Quality Assurance workflow reflects those goals with respect to company size and resources. Questions to cons...
Goals: Save Money in Contact Centers
Research shows it’s not worth sacrificing quality for speed, though. Average Handle Time (AHT) as a tool to organize and estimate rather than to motivate agents is more advantageous. This HBR articl...
Smells Like Bad Service
Customer service that stinks leaves a lasting impression. The Automated Menu Goes Round and Round Repetition may have been fun when you were three. “Play the song again, Dad!” As an adult trying t...
Gain Ground Managing Hybrid Contact Centers
Another group that was shown to be lost in the shuffle of remote work is Gen Z. The Microsoft report revealed this group was more likely to feel isolated, struggle with making a quality home work envi...
5 Reasons Why Surveys Suck and New Empathetic Ways to Improve CSAT and NPS
You’re in a time crunch trying to get a project done, and you need your computer to work right now. The computer doesn’t care and is thwarting every DIY troubleshooting method you’ve tried. ...
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