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Set the right call center performance goals to meet your resolutions in 2020

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%…

Customer Experience | 10m read

The customer happiness agent brings bounding rewards to your contact center

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…

Agent Experience | 8m read

Happy Employees Happy Customers: How to Stop Preaching About Building a People-First Culture in your Contact Center and Start Doing Something About it

November 26, 2019 (December 10, 2019)

New research alert: The stats are in – all this talk about “happy employees, happy customers” isn’t fluff. In August, Glassdoor released a decade of research linking employee and customer experience. From 2008 to 2018, they studied the connection between…

Agent Experience | 9m read

2020 call center trends the Magic 8-Ball predicts

What 2020 Call Center Trends Should Inform your CX Strategies? Our Magic 8-Ball Says These 7 Trends Will Give You a Competitive Edge (It is Decidedly so)

November 21, 2019 (December 10, 2019)

The state of customer service sits at a standstill. CSAT scores are stuck and most CX strategies are tired. Exhausted, really. Companies reach out to grasp the next new product or idea and tack it onto their existing framework, hoping…

Industry Insights | 9m read

how to keep customers happy when seasonality strikes

Are You Ready for Seasonality to Strike? How to Keep Customers Happy and Build Flexibility into your Operations During the Holidays

November 19, 2019 (December 10, 2019)

Holiday Shoppers: I need 972 Red Ryder BB guns and one agent per purchase to walk me through how to use it. (So I don’t shoot my eye out.) You: Sips coffee, smirking with your WFM strategy and plan for…

Industry Insights | 11m read

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Revamp your call center metrics best practices with the customer happiness metrics

The Metrics to Watch to Improve Outcomes: How to Measure Customer Happiness (& 5 Other Confusing Metrics on your List of Call Center Metrics Best Practices)

November 12, 2019 (December 10, 2019)

Picture this: It’s the week of Thanksgiving and the phones at my neighbor’s bakery are going wild. See, my neighbor, Christina, runs operations for a chain of bakeries in the Midwest. She worked with her teams to carefully package the…

Reporting | 12m read

Call center improvement strategies based on the reports you already have

How to Use the Data You Have On-Hand to Build Call Center Improvement Strategies for a Customer Experience that Consistently Stands Out

November 5, 2019 (December 10, 2019)

With each new customer interaction, promoted agent, and churned customer, you learn what works in your customer experience. And, you learn what doesn’t. But if you don’t build call center improvement strategies that put what you find into action, your…

Reporting | 10m read

Poor Customer Service Scares Your Customers Off Faster than Ghosts and Ghouls: 7 Stats that Prove It

October 31, 2019 (December 10, 2019)

What has the potential to ruin a person’s entire day, costs companies trillions in lost revenue, and lurks in the shadows and darkest corners of contact centers? The spooky, scary ghost of poor customer service past. Bad customer service haunts…

Customer Experience | 6m read

Call center reporting metrics to measure agent performance and development

What KPIs Would You Use to Rate your Customer Service Agents? 7 Agent-First Call Center Reporting Metrics Explained

October 29, 2019 (October 29, 2019)

Are you putting too much pressure on your agents to move a host of KPIs? Or do you go easy when it comes to call center reporting metrics? Leaders, like you, are in a battle to figure out what to…

Reporting | 9m read

How to educate your most skeptical member service reps on new digital transformation processes into the next year for a better experience in your credit union

October 24, 2019 (October 28, 2019)

What if your newest MSRs could get their credit union education through technology? They could learn about the industry and their daily training without pulling in an already-over-scheduled manager. And, when they do interact with their managers and executives, they…

Agent Experience | 4m read