Posts Tagged "contact center"

We-Want-Feedback

What’s Feedback?

Share this article: Not too long ago it was breakfast time in our house and my 7-year-old was sitting at the counter, eating a bowl of Cheerios, and apparently studying a box of Legos he had purchased with some birthday...
Read More
balancing

Quality, Productivity, and Striking the Right Balance

Share this article: This article was originally published on the ICMI Blog on March 19, 2019. Click here to read the original post. When I say “metrics” what’s the first thing that comes to mind? If your answer is spreadsheets...
Read More
partnershipFB

Outsourcing Can Make Your Customer Experience Better. Here’s How.

Share this article: This article was originally published on the Talkdesk blog on March 15, 2019. Click here to read the original post. Looking back a decade or so ago, I was a customer service manager at a small SaaS...
Read More
JourneyMapHikerFB

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...
Read More
solutions-spotlight-april-2019-fb

5 Technologies that Piqued Our Interest in Q1

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...
Read More
channelsFB

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...
Read More
CollaborationFB

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...
Read More
cutmeoffFB

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...
Read More
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