This month, Brendan kicks off the top 5 with leading contact center experts’ insights on staffing and retention.
Next, Rick shares his three-part series on solving the “CX Calculation Discrepancy.” Then, we head over to Jim, who offers guidelines on transcending customer expectations.
Over to Kathleen, who outlines content topics to include in your Contact Center Annual Report to prove your center’s value to the organization.
Wrapping up our top 5 for April, Mary details how to craft the most helpful surveys to measure the Voice of the Customer and Voice of the Agent. Happy reading!
Gazing at the Staffing Crystal Ball
When there are critical matters at hand – in this case ensuring the right numbers of quality contact center agents in order to retain and attract customers within budgets – it is natural to try and find out what the future portends.
Solving the CX Calculation Discrepancy – Part 1
“Our abandons have shot up!” declared a supervisor. “The new system must be dropping calls!”
How to Transcend Customer Expectations
One of the most fundamental principles of doing business is having a set of brand values that define the company and resonate with the targeted buyers.
Blueprint for a Contact Center Annual Report
You may consider this a novel idea … but it is time for Contact Center leaders to take a stand and behave as if entitled to be heard by senior executives regarding their activities, contributions, challenges, objectives, and ambitions. When a Contact Center submits an Annual Report to leadership, it is an opportunity to inform, educate, and demonstrate its contribution and strategic value to the organization.
How to Clearly Hear Your Customers and Agents
Almost every company my firm does business with offers a post-interaction survey, especially if they have a contact center. I will almost always respond to a survey when presented with one. It probably stems from being in the industry for so many years, but I also want to reward a great experience as much as I wish to complain about a bad one.
