7 Fail-Proof Methods to Reduce Customer Churn January 16, 2019 (January 16, 2019) Let’s play a game of good news/bad news. Bad news first: too much customer churn is detrimental to business growth. The good news? As a contact center manager, you can deliver a positive customer service experience to reduce customer churn….Read More
Measuring Customer Satisfaction is Mission-Critical to Success January 15, 2019 (January 15, 2019) Product differentiation, alone, has become obsolete. Your competitors can copy your better, faster, cheaper features practically instantly. But they can’t replicate the trust that customers feel for you and your team. That’s born of a contact center culture whose beating…Read More
8 Ways A Better Agent Experience Makes A Better Customer Experience January 9, 2019 (January 10, 2019) You walk into your favorite breakfast spot on Friday morning and slide into your go-to booth. It’s your weekly tradition to kick off your last day of the week with some fuel for your day, served with a side of…Read More
Customer Service Statistics that Prove You Need to Invest in Customer Happiness January 8, 2019 (January 15, 2019) Happy customers give your business longevity. They boost your reputation and have a lifetime value up to 10 times the amount of a one-time customer. They’re more likely to become repeat purchasers and have the added chance of converting to…Read More
How to Prioritize Your Time and Find Balance in Your Contact Center January 3, 2019 (January 9, 2019) Flash forward: it’s December 31, 2019. You’re looking back on what you’ve done this year. How do you feel about your accomplishments? Did you solidify a plan to advance your career? Did you finally give your company the CSAT score…Read More
How to Keep Employees Engaged by Celebrating Micro Wins December 27, 2018 (December 20, 2018) You know the moment when you finish your morning meeting with 30 minutes to spare? Or, when you snag a donut and still make it to work on time? Better yet, when one of your agents wraps up a case…Read More
Vibrant + Sharpen Customer Story December 19, 2018 (December 19, 2018) Vibrant uses Sharpen to operate more efficiently and live out a people-centric vision. Happy employees are the key to your company’s success. It’s this keen focus on people that Vibrant Credit Union holds true with everything they do. From the…Read More
Coaching Starts At Onboarding December 14, 2018 (January 11, 2019) Coaching your agents helps them feel connected, engaged and valued at work. Why wouldn’t you start this process during onboarding? A few years ago, Richard Branson tweeted that companies should train their people well enough so they can leave, but…Read More
A Coaching Framework to Sail Through the Holidays December 12, 2018 (January 11, 2019) Let’s face it: the holiday season is stressful. All that cheer and joy comes jam-packed with lofty time management expectations and an added dose of expenses. Everyone has too little time and too many priorities. I blinked and we’re half-way…Read More
The Missed Opportunity of Not Coaching Your Agents December 11, 2018 (January 11, 2019) Cue the next song on your playlist: “Another one bites the dust.” Okay, that’s a tad dramatic. But, the reality is, if you don’t coach and train your agents, they’ll leave. And before they make their exit, they’ll negatively impact…Read More
The 3-Part Roadmap to Leading the Team You Inherit December 5, 2018 (January 11, 2019) Congratulations! You scored a promotion to lead a team in your company’s contact center! But as exciting as it is, you’re probably filled with at least a few jitters, right? Don’t worry. You’re not the first, and certainly not the…Read More
