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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

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 16, 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

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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 (February 11, 2020)

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

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 (January 22, 2020)

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