Be the Company Superheroes: What Metrics to Measure in your Contact Center to Save your Customers and Build Brand Loyalty January 21, 2020 (January 21, 2020) A couple of years ago, Tommy Reese, Deloitte’s Contact Center Strategy Manager said, “If you treat the client like gold, then they’ll continue to buy from you and other sales will follow.” And, while that doesn’t necessarily shed any new…Read More
A Customer Experience to Watch: Learn 5 Examples of Good Customer Service from Alaska Airlines [Monthly Brand Crush Post] January 15, 2020 (January 20, 2020) Too often we hear about companies failing to meet customer expectations. News cycles are flooded with messes companies can’t clean up and with negatives we all can’t seem to escape. But what about all those companies that are crushing it?…Read More
How to Get the Most Bang Out of Your Customer Service Dollar: 4 Call Center Improvements That’ll Make Your Customers (and Budget) Happy January 14, 2020 (January 14, 2020) Every day you and your agents tackle the biggest problems your customers face. It can feel overwhelming to hear problem after problem. On top of this, you’re confronted with KPIs and metrics your team has to meet. And, the finance…Read More
A Guide to Change Management in your Contact Center: 4 Strategies to Align People and Processes as You Move your Tech to the Cloud and Mature your Systems this Year January 8, 2020 (January 14, 2020) More than 80% of CX professionals said they were starting or in the middle of a digital transformation project in 2019. And, the focal point for these transformative moves is improving customer experience. As disruptors and new competitors emerge in markets, companies…Read More
Don’t Hold Back in the New Year: Conquer these 4 Call Center Projects and Boost your Agent and Customer Experience in 2020 January 7, 2020 (January 9, 2020) The ball dropped and like that, we’re in a new decade! Each new year comes with new goals. I’m not only talking about losing the 5 extra pounds we gained from eating all those Christmas cookies. And, I’m not referring…Read More
How to Keep Your Customers Happy in a World with the Highest Expectations: 6 Data-Backed Methods to Put People First and Build Positive Experiences December 30, 2019 (December 20, 2019) Each year, customer expectations grow yet budgets stay flat. Customers want more ways to connect with your company; better, faster, and now. You form new strategies or tailor your old ones to the new expectations of customers. But through it…Read More
Knowledgeable and Friendly Agents Earn Customers for Life: Why Brand Trust Rides on the Customer Service Your Contact Center Agents Deliver December 23, 2019 (January 9, 2020) If you don’t deliver good service, customers won’t trust you. Turns out, excellent service is the number one factor that impacts a consumer’s level of trust with your company. And, trust is as important to your company’s financial health as…Read More
What is Customer Success? Help Your Customers Achieve the Outcomes they Want and Get Long-Term Loyalty in Return [Definition Post] December 17, 2019 (December 17, 2019) Zoom out: A handful of years ago, tech companies, looking to move their early adopters into raging fans, hired on customer success teams. Since then, the idea of helping customers get the biggest bang for their buck has bled into…Read More
How to Pick Customer Service Resolutions that Stick: 5 Steps to Creating a Strategy to Meet your Call Center Performance Goals in 2020 and Beyond December 10, 2019 (December 10, 2019) Resolutions get a bad rep. People throw out blanket statements about how they want to work harder, get healthy, or read more. Then, come the second week of January, these ideals get tossed to the wayside. In fact, only 9%…Read More
Build a Business Case for the Customer Happiness Agent: Contact Center Employees Live at the Core of Customer Experience Strategies in 2020 December 4, 2019 (December 11, 2019) Two weeks ago, I sat at my desk with my headphones on digging into the 2020 contact center trends headed your way next year. As I poured through resources and spotted trends sure to stick around, one’s permanently seared into…Read More
