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Call center wallboards and dashboards to improve CS

Don’t Let your Customer Service Experience Suffer: Give Agents Better Visibility into Metrics and Daily Progress with 3 Sample Call Center Wallboards and Dashboards

October 22, 2019 (October 22, 2019)

You’re sitting in your 1:1 with Heather reviewing the same missed metrics you talked about last week. And the week before that. You dive in on what she’s missing (and what she’s done well!), but week by week the conversation…

Reporting | 5m read

Call center reporting needs to be better. Here's why.

Call Center Reporting Behind Closed Doors: Why You Shouldn’t Have to Pay Top Dollar to Manipulate Your Data and Get the Reports You Need

October 15, 2019 (October 22, 2019)

Complicated. Inconsistent. Weak. Limited. Cumbersome. Difficult. Time Consuming. Expensive. Scanning through G2 reviews of well-known call center systems, we see these words (and dozens more) rattled off to describe call center reporting and analytics. Contact center leaders are limited by…

Reporting | 6m read

Stop Letting your Oldest Gen Z Members be an Afterthought in your Credit Union’s Digital Growth Strategy: 5 Tips to Acquire Digital Natives

October 10, 2019 (October 28, 2019)

In the age of information, Gen Z members aren’t satisfied with the status quo of banking. They crave innovation and simplicity. And, probably most importantly, they’re hungry for knowledge, as long as it’s delivered to them fast. Gen Z, the…

Customer Experience | 7m read

Make your data actionable down to each specific customer service KPI

Customer Experience Isn’t a Guessing Game: Get 5 Actionable Methods and the Customer Service KPI Categories You Need to Put Your Data to Work for an Off-The-Chart CX

October 8, 2019 (November 22, 2019)

Research out of the University of Texas found that increasing data’s usability by only 10% would cause an average revenue boost of $2 billion for Fortune 1000 companies. We’ve been conditioned to understand that intelligent analytics give us a clear…

Reporting | 9m read

Modernizing Your Credit Union: 4 Key Trends to Watch in the Next Year for a Better Member Experience

October 3, 2019 (October 7, 2019)

Some 78% of financial executives think their work is going to change over the next five years because of new digital business trends. Members expect to interact with a credit union the same way they order groceries or toilet paper….

Industry Insights | 7m read

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Celebrate Customer Service Week with these 6 tips

Pop the Confetti: October 7-11 is Customer Service Week and It’s Time to Give Your Agents the Recognition they Deserve

October 1, 2019 (October 1, 2019)

We interrupt our regular programming to broadcast an important announcement: Next week, Oct. 7 – 11, is Customer Service Week. You may resume regular activity in your contact center only after you plan for what’s ahead: celebrating your agents. Some…

Agent Experience | 9m read

Your data and your digital transformation roadmap

Put Reporting on Your Digital Transformation Roadmap: Harnessing Your Contact Center’s Powerhouse of Data Elevates Customer Experience

September 25, 2019 (September 25, 2019)

Catapulting your contact center to the digi-sphere is about more than changing up your processes, tech, and the way you work. It’s also about scrapping your gut-check reactions and making business decisions based on real truths about what your customers…

Reporting | 6m read

An 11-Step Digital Transformation Framework: Be the Hero with these Steps to Support Your Exec Team and IT During Transformation

September 17, 2019 (September 17, 2019)

Even companies who are sitting on the brink of digital transformation haven’t figured out how to strategize a successful transformation. In fact, a recent survey from Celonis found that at least 45% of executives don’t know where to begin when…

Industry Insights | 9m read

digital transformation strategies need to be fueled by collaboration

Collaboration: The Key to Successful Digital Transformation Strategies that Benefit Everyone in the Contact Center and Beyond

September 11, 2019 (September 11, 2019)

Teamwork makes the dream work, right? When it comes to your business, this can’t be more true. You need an entire team of people involved and collaborating to deliver success. Imagine if you had a football team with just one…