Posts Tagged "contact center"

Referee-FB

Customer Service Edge Cases. To Empower or Not to Empower?

Share this article: This article originally appeared on CustomerThink on December 17, 2018. Click here to read the original post. Have you noticed the change in professional sports television viewing over the past few years where it’s become standard for...
Read More
ETQ4-FB

FCR Solutions Spotlight: 5 Contact Center Tech Upgrades to Consider in 2019

Share this article: The text of this article originally appeared on the FCR blog on December 5, 2018. Click here to read the original. Hint: Focus on Agent Performance If you’ve sat through any customer service technology demos or walked...
Read More
analyticsFB

How Chat Analytics Differs from Voice Analytics

Share this article: This article originally appeared on the OpusResearch blog on November 16, 2018. Click here to read the original. Today’s contact centers are overflowing with insights about how to deliver a better customer experience. There’s just one problem:...
Read More
overwhelmedFB

Creating A Customer Service Quality Assurance Form Doesn’t Have To Be Scary (Here’s How)

Share this article: This article was originally published on the MaestroQA blog on December 2, 2018. Click here to read the original post. Creating a quality form for your customer service team can be a scary task. Questions abound. How...
Read More
deepthoughtsFB

A Miscellaneous Lot of Thoughts on Quality Scoring

Share this article: Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles. As I was scanning my list of blog post ideas, I realized I...
Read More
books-facebook

Customer Service Inspiration from my Bookshelf

Share this article: This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Click here to read the original post. Can we all acknowledge that customer service is a hard job? Whether...
Read More
priorites-fb

4 CX Actions for the Cash-strapped, Resource-limited Contact Center

Share this article: This article was originally published on the ICMI Blog on August 28, 2018. Click here to read the original post. Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career,...
Read More
jeremywatkin_LMS_FB

FCR Solutions Spotlight: 8 Essential Features for your Contact Center LMS

Share this article: When you picture customer service training, what key elements come to mind? Some of these elements likely include classroom training with an instructor, watching videos and extensive slide decks, time spent in front of a computer reading...
Read More
southsisterFB2

Climbing the Mountain One Milestone at a Time

Share this article: Since moving to Oregon a few years ago, I’ve fallen in love with the Cascades, a mountain range with several awe inspiring volcanic peaks. I think of the likes of Mt Bachelor, Broken Top, Mt Jefferson, Mt...
Read More
coachingFB

5 Coaching Techniques That Will Move the Needle

Share this article: This article was originally published on the ICMI blog on June 13, 2018. Click here to read the original. While I’ve certainly had my share of coaching conversations in my career while working to help contact center...
Read More