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Author: Jim Tincher

By Jim Tincher
in Agent Engagement
on Mar 16, 2017

4 Ways to Build a Culture of Customer and Company Empathy

Being an agent is hard. Every day you work with customers who are frustrated because another part of the company...

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By Jim Tincher
in Agent Engagement
on Feb 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...

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By Jim Tincher
in Best Practices / Metrics
on Jan 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...

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By Jim Tincher
in Best Practices / Metrics
on Dec 1, 2016

Your Company is Mapping the Customer Journey – Are You Invited?

Journey mapping is a great way to truly understand just how hard it is to be your customer. An effective...

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By Jim Tincher
in Agent Engagement
on Nov 2, 2016

Don’t Forget to Map the Employee Journey

Last month I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we...

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By Jim Tincher
in Best Practices / Metrics
on Oct 25, 2016

Help Your B2B Clients, Help Yourself

As a B2B company, you have a great opportunity to see the big picture that is hidden from your clients....

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By Jim Tincher
in Agent Engagement
on Sep 12, 2016

Share Your Contact Center Employees, Share Your Learning

Loaning out your employees to the rest of the business gives them fresh perspectives on career paths and spreads your...

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By Jim Tincher
in Best Practices / Metrics
on Aug 3, 2016

Educating Your Team? Start with Yourself

Your people make the difference. Of course you know that. It's probably in posters all throughout your call centers, your...

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By Jim Tincher
in Best Practices / Metrics
on Jul 7, 2016

How to Build Customer Loyalty

Last month I wrote about the importance of metrics.  Metrics drive behavior. You probably know the famous Peter Drucker comment...

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By Jim Tincher
in Agent Engagement
on Jun 14, 2016

What is the Most Important Contact Center Metric?

I presented at the ICMI CC Expo last month in Long Beach. It’s always a great conference, and I look...

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