I just wrapped up my 13th anniversary message for the March issue of Contact Center Pipeline. In doing so, I was reflecting on our very first issues of the magazine back in 2008. Just like then, we continue today to focus on the “human” issues. This is as clearly evidenced by our readers as by our authors, as shown in our top 5 blog posts in February. Our most popular posts highlight how best to help our people: how to show empathy to stressed-out customers and provide them with excellent CX; and how to best support our agents to improve engagement and retention. Our readers also focused on one of our newer channels of communication in contact centers, video, and the future it holds in the industry.
20 Empathy Statements to Show Stressed-Out Customers That You Care
These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like: “How do I add a new driver to my auto insurance policy?” Others need help solving a problem: “Why was I charged twice for inflight WiFi?”
Ensuring Agent Performance and Engagement
“That looks crazy!” I thought, watching a TV performer spin a plate on top of a pole. Then he added a spinning plate to a second pole, and then another spinning plate to a third pole. Suddenly, he raced back to the first pole, whose spinning plate had slowed down and begun to wobble. He moved up and down his line of plates, giving each one an added spin whenever they slowed down and threatened to crash to the floor.
Video Fatigue? Not in Customer Contact
Video has been refined for use in business for over 15 years and it is certainly a key part of any digital transformation strategy.
Will Video “Kill” the Call Center Agent?
“Rewritten by machine and new technology/
And now I understand the problems you can see”
Video Killed The Radio Star
(The Buggles)
Simplifying the Human Complexities
Everyone likes simplicity, especially in the world of customer service. The best contact center agents will simplify difficult situations for callers, and smart contact center managers will simplify training and workforce development for their employees.
