A Rose By Any Other Name… Agent Word Choices
When coaching with our agents, we have many important skills to focus on such as listening, use of empathy, following […]
13
Jul
6
Apr
Solving the Mystery of the Missing Empathy
Chapter One: Detective Holmes had solved many cases and now she had been brought in to a call center to […]
6
Feb
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 […]
1
Dec
3 Ways to Improve Cx by Seeking the Outside-In Viewpoint
Understanding how to improve the customer experience from the inside out is one thing. Trying to attain the outside-in perspective […]
20
Oct
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 […]
23
Sep
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 […]