Vibrant + Sharpen Customer Story November 7, 2018 (November 8, 2018) Vibrant Empowers Employees to Create Unique Experiences and Serve Members in up to 60 Seconds. With the force of digital driving a new crop of FinTech start-ups sprinkled across the country, Vibrant Credit Union set out to modernize the way…Read More
Hire Smart and Cut Attrition Costs November 5, 2018 (November 5, 2018) Contact centers have struggled to retain agents for years. This directly impacts the centers’ ability to provide the high-quality customer service that people expect. It also impacts a contact center manager’s ability to develop agents. According to the Mercer’s 2016…Read More
How to Handle Agent PTO During the Holidays October 30, 2018 (October 31, 2018) Stroll through Target or your go-to shopping spot, and what do you see? Skeletons replaced with Santa Claus and tiny Fir trees with frosted tips where the pumpkins used to rest on the shelves. We still have one day until…Read More
9 Strategies for Using Web Chat in Your Contact Center October 25, 2018 (October 30, 2018) Do a quick search for your favorite company, and head to their contact us page. Do you see a set of 1-800 numbers that you know will lead to an automated system (one that will inevitably take too much of…Read More
Innovations and Trends in Customer Service [Roundtable Recap] October 23, 2018 (October 23, 2018) If you missed it (or you want a quick refresher), we’re recapping last week’s CRMXchange Roundtable on Innovations and Trends in Customer Service. We dug into the troubles contact centers face, like CSAT scores that hover in the C+ range…Read More
15 Encouraging Quotes to Empower Your Agents October 18, 2018 (October 18, 2018) A study from NewVoiceMedia did some digging into the impact of customer service on a company’s success. Turns out, 37 percent of customers leave a company because of unhelpful and rude staff, 30 percent switch to a competitor because they…Read More
Innovations and Trends in Customer Service [CRMXchange Roundtable] October 17, 2018 (October 17, 2018) Empowering agents is widely talked about as an essential way to improve contact centers. But, we need to do more than just talk about it. Managers are bogged down doing administrative work for more than half of their week. They…Read More
The Ultimate Cheat Sheet for Key Terms for Customer Service October 11, 2018 (October 11, 2018) Whether you’re new to the customer service industry or have been around the block a few times, there’s no shortage of industry terms, abbreviations, and metrics to remember. From SLA and CX, to CSAT and FCR, how can you keep…Read More
8 Reasons for Agent Burnout (and how to avoid it) October 9, 2018 (October 10, 2018) It’s not top-secret news that agent retention is a problem in contact centers. Losing agents costs your company thousands of dollars, slows productivity, and brings down agent morale. We know that attrition is taxing on contact centers, but why is…Read More
6 Things to Avoid When You Celebrate Your Agents October 4, 2018 (October 4, 2018) Your agents are problem-solvers. It sounds like a positive, upbeat kind of role – taking something negative and turning it into something valuable. But, it also means that your agents ALWAYS get handed the negatives first. Being handed a giant…Read More
What Agents Aren’t Telling You About Working in a Call Center October 3, 2018 (October 3, 2018) Average Americans spend five years of their lives being bored. And, what’s rated as THE number one most boring task that sucks up years of everyone’s life? We’ll let you in on the secret. Watching water boil and waiting for…Read More
