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Category: Best Practices / Metrics

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 Melissa Kovacevic
in Best Practices / Metrics
on Dec 1, 2016

7 Ways to Coach by Example

Coaching is so much more than sitting in a room and discussing skills with our agents. If a manager looks...

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By Jeannie Walters
in Best Practices / Metrics
on Nov 17, 2016

3 Challenges to Improve CX from the Inside Out

There are ways to change the experience for your customers and employees alike for the better. There are even plenty...

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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 Melissa Kovacevic
in Best Practices / Metrics
on Oct 27, 2016

Are Your Processes “Customer Driven” or Driving Customers Away?

Even when our agents are coached and trained to provide the best customer experience, those best efforts can be in...

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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 Jeannie Walters
in Best Practices / Metrics
on Oct 20, 2016

5 Ways to Get Better Customer Feedback

It may be common knowledge now that hearing from customers about what they really want and need from your organization...

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By Kyle Antcliff
in Best Practices / Metrics
on Oct 13, 2016

5 Ways to Create a Seamless Omnichannel Experience with Intraday Automation

The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand...

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By Jeannie Walters
in Best Practices / Metrics
on Sep 23, 2016

Are You Viewing the Experience Through the Lens of the Customer?

Whenever we deal with customers, we are asking our brains to do a lot. We are trying to see things...

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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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