Posts Tagged "contact center"

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Journey Mapping in the Contact Center: 6 Insights to Maximize the Value

Share this article: This article was originally published on CustomerThink on February 28, 2019. Click here to read the original post. I’ve recently been collaborating with my colleagues to improve customer satisfaction for one of our clients. While our approach...
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5 Technologies that Piqued Our Interest in Q1

03/29/2019
Share this article: It’s that time of the quarter where we take a few moments to share some of the tools and technologies that we’ve seen in recent months that you might want to evaluate for your customer service and...
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4 Guidelines for Switching Channels Without Aggravating Customers

Share this article: I recently contacted a company for customer service regarding a piece of software that was critical to me finishing a project. After sitting on hold on the phone for about five minutes I hung up and opted...
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4 Tips for Using Slack to Improve Contact Center Communication

Share this article: This article was originally published on the ICMI blog on January 24, 2019. Click here to read the original post. When I was a customer service manager some of our team members employed a practice I affectionately...
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I Can’t Believe You Cut Me Off!

Share this article: It’s official. I’ve completely caught the fly fishing bug — an unavoidable consequence given the abundance of fishable water here in Oregon. New in 2019, the state moved to an online system for fishing and hunting licenses...
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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...
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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...
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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:...
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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...
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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...
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