This month, Michelle kicks off our top 5 with a math equation to take our CX to the next level: CX + EX + MX = TX. Read on to find out exactly what that means and how to achieve it!
If you are considering utilizing new AI in your center, check out Nikola’s article on what an AI competency center is and why you should consider developing one.
Next, Dr. Bentson offers insights on today’s workforce challenges and how to overcome them. Then, Daryl teaches us how a WFM app can benefit our agents and supervisors.
To wrap up our top 5, Cognigy shares with us how AI Agents, working alongside human agents, can allow you to provide the most efficient, personalized, and cost-effective service to meet customers’ expectations.
Unlocking Your Center’s Full Potential
Call centers know that a stellar customer experience (CX), whether it’s servicing customer issues or calling a potential buyer, is critical for generating positive outcomes. But too often, call centers take a narrow view of CX, neglecting how employee experience (EX) – and other factors – are interwoven. Call center leaders need to broaden this view to differentiate themselves: and start investing in a more comprehensive approach, centered on total experience (TX).
Why You Need an AI Competency Center
In today’s ultra-competitive business landscape, the most effective path to success requires surpassing your customers’ expectations every time. However, customer demands and desires constantly shift, especially amid big technology changes or tumultuous economic conditions.
Overcoming the Workforce Challenges
Contact center professionals are, in today’s New Normal, facing multiple challenges. Chief of which is ensuring they have the right, qualified people in the right quantity at the right time who are productively providing topnotch customer-retaining-and growing service.
Yes, There’s an App For Mobile WFM
Creating a connected team has become more important recently for workforce management (WFM) professionals. With many companies shifting away from the traditional office environment, it has become more difficult than ever for WFM analysts and supervisors to stay connected with agents.
How One Agent Handles 20M Calls a Year
Yes, the title of this article is undeniably fantastic, yet it’s also 100% accurate. A single agent handles a staggering 20 million calls annually for a Fortune 100 insurance company.
