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Are You a Manager with Heart?
February 13, 2017

Are You a Manager with Heart?

During February we celebrate Valentine’s Day, a holiday focused on making people feel special by telling them and showing them how much we appreciate and love them. Making people feel special should be more than one day on the calendar and this is especially true for managers. Sometimes we get caught up in the process and procedure part of our jobs to the point that we lose the human connection with our teams. Instead, we should learn to be a manager with “heart” without losing our technical skills and knowledge. Ask yourself if you’ve been guilty of some of these [...]

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4 Ways to Boost Cx and Operational Efficiency with Intraday Automation
February 6, 2017

4 Ways to Boost Cx and Operational Efficiency with Intraday Automation

Let’s pretend you’re the customer. Like most customers, you’re pretty savvy when it comes to figuring out answers on your own. In fact nowadays, customers are smarter and more complex, because they prefer self-help support within the marketplace and they can access it in various ways, 24/7. But, what happens when you reach a roadblock? What are your expectations? You want to reach an agent that is readily available, knowledgeable and responsive. You don’t want to be put on hold because the call center doesn’t have enough agents on the phone. You don’t want to be helped by someone who [...]

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Thinking is Bad – So Why Are You Making Your Customers Do It?
February 1, 2017

Thinking is Bad – So Why Are You Making Your Customers Do It?

“The goal should not be to remove humans from the equation, but [to] empower human beings who actually have a beating heart and who are caring people to achieve a greater degree of hospitality.” These words, from Danny Meyer, the CEO of the Union Square Hospitality Group, are meant for restaurants, but apply just as well to customer service. Too many companies want to remove the humanity from their service through automation and scripts. Six-sigma programs try to remove “variability” from customer service, creating standard responses that can be managed and controlled. But here’s a secret: You can’t script great [...]

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How to Make 2017 Your Best Year Yet with Intraday Automation
January 26, 2017

How to Make 2017 Your Best Year Yet with Intraday Automation

With 2017 in full swing, it’s the perfect time to take control of your frontline and make the necessary changes in your center to ensure success. Reflecting on the past, think about the areas that could be improved to bring your operations to the next level. Is it agent training and development? Meeting service level goals? Ensuring employee compliance? Whatever it may be, many companies like yours are realizing that in order to make these improvements, they must think outside of the box in terms of solutions. Moving from the outdated technology and manual processes from years ago to solutions [...]

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Investing in Employees to Emotionally Connect with Customers
January 11, 2017

Investing in Employees to Emotionally Connect with Customers

Frontline employees need a strong mentor. Merriam-Webster defines the word mentor in the following way: “a : a trusted counselor or guide b : tutor, coach.” And isn’t this what the best managers, team leaders and colleagues strive to be for us? We want to keep our best people doing their best and feeling good about what they do. As we look at the new year stretching before us, it’s a great time to think about how to positively mentor the very people who not only mean so much to our organization, but also the very people we serve. I’m [...]

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Don’t Market During Customer Issues
January 5, 2017

Don’t Market During Customer Issues

Are you annoying your customers – and then trying to sell to them? Better customer experience (CX) leads to more sales. We all know this intuitively, but the Temkin Group has proved it empirically. In ROI of Customer Experience, 2016 they found that for a $1 billion firm, a modest improvement in CX results in a 3-year increase of $282 million in sales to existing customers. That’s not including the $374 million in improved retention and $167 million in other revenue. But it seems that some companies aren’t patient enough to wait for these sales. Instead, they want to be [...]

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We Know If They’ve Been Good or Bad With Customers – But What Are We Doing To Inspire Change?
December 21, 2017

We Know If They’ve Been Good or Bad With Customers – But What Are We Doing To Inspire Change?

Sometimes coaches become a little like Santa Claus. Keeping the list. Checking it twice. Knowing who has been “naughty or nice” with the customers. Checking the coaching off as “done” and waiting for the next coaching time. But, unlike Santa, our coaches need to find ways to not only document skills on a list but also help agents change those poor skills and behaviors to good ones. The challenge is to encourage behavior and skills changes without relying just on the promise of monetary “gifts” for improvements made. I’m not saying that we should avoid monetary rewards for skills improvements [...]

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