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4 Ways to Build a Culture of Customer and Company Empathy
March 16, 2017

4 Ways to Build a Culture of Customer and Company Empathy

Being an agent is hard. Every day you work with customers who are frustrated because another part of the company broke down. Your policies are backward. Your product doesn’t work. Your website link is broken. Whenever there’s an issue somewhere else in the company, your teams hear about it. They see the worst in both your customers and your company. This can create a skewed opinion of both your customers and their fellow employees. Rarely do they get to see your product at its best. When your processes and procedures work, people don’t call. But make one tough policy decision, [...]

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Forefront Discussions Highlight Efficiency and Employee Engagement
March 8, 2017

Forefront Discussions Highlight Efficiency and Employee Engagement

"None of us is as smart as all of us." Ken Blanchard When you have a good conversation with an industry peer, exchange war stories and survivor tips, you’re building community. Forefront is a community where contact center operations and workforce management leaders, as well as IT Strategists convene to share, learn, and enjoy a productive half day out of the office. This community of industry peers kicked off 2017 at Forefront events in New York and Chicago, and they heard from Asurion, UnitedHealthcare and Citi. Each company discussed the different [...]

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What if You Were Your Own Customer?
February 27, 2017

What if You Were Your Own Customer?

Day in and day out, we do our best. We do our best to serve our customers and employees and colleagues well. We do our best to juggle the 9 million items on our to-do lists and maintain a sunny disposition in the face of stress, deadlines, the unknown and more. We’re all guilty. Anyone who serves customers on a regular basis is most likely guilty of falling into a sense of complacency or even resignation when customers are expressing negative experiences with the brand represented. It’s too easy to become jaded and lax in dealing with similar issues throughout [...]

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3 Ways to Improve Adherence in the Contact Center
February 21, 2017

3 Ways to Improve Adherence in the Contact Center

When agents don’t (or can’t) adhere to their schedule, the WFM team must manage these exceptions. Some companies tolerate a certain percentage of non-compliance as a cost of doing business while other companies rely on supervisors to coach agents on the importance of adherence. Today, you can leverage automation to improve adherence, drive compliance and positively impact the bottom line. With Intraday Automation in their hands, workforce management and contact center operations professionals can take their top challenges, like adherence, and turn them into opportunities. Here are three examples of how you can improve adherence through automation: Use a “Break [...]

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Are You a Manager with Heart?
February 13, 2017

Are You a Manager with Heart?

During February we celebrate Valentine’s Day, a holiday focused on making people feel special by telling them and showing them how much we appreciate and love them. Making people feel special should be more than one day on the calendar and this is especially true for managers. Sometimes we get caught up in the process and procedure part of our jobs to the point that we lose the human connection with our teams. Instead, we should learn to be a manager with “heart” without losing our technical skills and knowledge. Ask yourself if you’ve been guilty of some of these [...]

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4 Ways to Boost Cx and Operational Efficiency with Intraday Automation
February 6, 2017

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 own. In fact nowadays, customers are smarter and more complex, because they prefer self-help support within the marketplace and they can access it in various ways, 24/7. But, what happens when you reach a roadblock? What are your expectations? You want to reach an agent that is readily available, knowledgeable and responsive. You don’t want to be put on hold because the call center doesn’t have enough agents on the phone. You don’t want to be helped by someone who [...]

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Thinking is Bad – So Why Are You Making Your Customers Do It?
February 1, 2017

Thinking is Bad – So Why Are You Making Your Customers Do It?

“The goal should not be to remove humans from the equation, but [to] empower human beings who actually have a beating heart and who are caring people to achieve a greater degree of hospitality.” These words, from Danny Meyer, the CEO of the Union Square Hospitality Group, are meant for restaurants, but apply just as well to customer service. Too many companies want to remove the humanity from their service through automation and scripts. Six-sigma programs try to remove “variability” from customer service, creating standard responses that can be managed and controlled. But here’s a secret: You can’t script great [...]

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