What an exciting month. It’s Customer Service Week, October 7-11.
I know we should all be celebrating our agents all year long, but what a fabulous way to celebrate and make them feel special for a whole week. Are you kicking off the week with a breakfast, are there decorations, awards and rewards, team-building exercises, and fun events planned?
Have fun. Celebrate your successes and wins! Re-energize your staff with a full week of appreciation.
We would love to see how you celebrate. Please send in your stories and pictures. We will print them in our upcoming issues. Send to [email protected].
Have a great month.
Table of Contents, October 2024
FEATURE ARTICLE
Dissatisfied Customers, Unsatisfactory Responses?
By Brendan Read; Q&A with John Goodman
How best to pay attention to customers.
IDIOM INSIGHTS
Elevate Your Contact Center to an Operational Powerhouse…
By Kathleen M. Peterson
A powerhouse of scalability, capability, and profitability!
SPONSOR SPOTLIGHT – COGNIGY
Best Use Cases for AI in Contact Centers
Presented by Cognigy
Though it pays to be skeptical about new technology, there comes a point when value and utility become too compelling to ignore.
CONTACT CENTER METRICS
From Efficiency To CX
By Dina Vance
Why and how data-driven contact center metrics have changed.
DATA DECAY
The Impacts of Data Decay
By JoAnn Fitzpatrick
And why contact centers need to adapt.
CUSTOMER DATA
The Secret Sauce for Contact Center Success
By Christian Saffici
How unifying customer data bakes in excellent CXs.
CUSTOMER EXPERIENCE
Solving the CX Calculation Discrepancy – Part 1
By Rick McGlinchey
How to improve your reporting and results.
RESPONSIBLE AI
Building Ethical AI Practices
By Rebecca Jones
A guide to Responsible AI for contact centers.
CUSTOMER SERVICE
Revolutionizing the Service and Support Experience
By Angel Vossough
How AI is making a difference.
CUSTOMER ENGAGEMENT
Adapting to Evolving Customer Expectations
By Carlos Aragon
How this strategy can be successful.
DIGITAL RIDEALONGS
Moving Support With Digital Ridealongs
By Tom Martin
Changing service direction from deflection to connection.
DATA ANALYTICS
The Critical Role of Data Analytics
By Leila Hawkins
Why data analytics matters in CX.
CUSTOMER RETURNS
Wanted Customers: Unwanted Products
By Tom Behnke
How to handle customer service friction from retail returns.
A special thank you to our authors this month for sharing their insights and wisdom: Carlos Aragon, Tom Behnke, JoAnn Fitzpatrick, John Goodman, Leila Hawkins, Rebecca Jones, Tom Martin, Rick McGlinchey, Kathleen Peterson, Brendan Read, Christian Saffici, Dina Vance, and Angel Vossough.
Sincere appreciation to our vendor community: 8×8, Calabrio, Centrical, Cognigy, Enghouse Interactive, Human Numbers, Khoros, NECCF, NICE, PowerHouse, Strategic Contact, Upland Software, and Verint.
