Top 20 CX Influencers to Follow in 2019

You have dreams and aspirations to make a difference. Sometimes it's crystal clear on how you do that and sometimes it's not. If you have a dream to make a difference in customer experience, then you need to learn from and follow these Top 20 CX Influencers. I was humbled and surprised to be named to this distinguished list [...]

September 23rd, 2019|Categories: Uncategorized|Tags: |0 Comments

Why You Shouldn’t Hire Siri and Alexa in Your Contact Center

They may be considered sleek and some would even say sexy. But in more ways than one, Siri and Alexa do not have the skills to be contact center agents. Thanks to Anthony Scodary of Gridspace for sharing his insight at Customer Contact Week. You can also learn more in the webinar 3 Common Questions Contact Centers Should NEVER ask [...]

NEW Ways to Supercharge Contact Center FCR and AHT Performance

I’ve been amazed at some of the new ways to drive agent performance in contact centers. Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic. As Artificial Intelligence continues to pour its way into the contact center industry, I suspect there [...]

Unleashing Agent Retention in Contact Centers: Top Experts Reveal Secrets

The fifth step (Step 1, Step 2, Step 3, Step 4) in the contact center agent journey is about agent retention. Retaining contact center agents has always been a significant focus area in contact centers. With labor being the most significant expense in contact centers, labor is even more costly when you’re unable to retain it. Retention of productive agent [...]

Leadership that Engages in Contact Centers: Top Experts Reveal Secrets

The fourth step (Step 1, Step 2, Step 3) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. The most significant factor that differentiates contact centers in their struggle with employee engagement is the skill and strength of leadership. While some people have a natural ability [...]

High-Performance Agent Development in Contact Centers: Top Experts Reveal Secrets

The third step (Step 1, Step 2) in the contact center agent journey is about developing high-performing agents. Once agents move beyond your on-boarding process and their new hire learning curve, it’s time to focus on enabling their performance. While some people in frontline roles excel at a faster rate than others, performance lifts are possible among the bulk [...]

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