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The Top 3 Lessons I Learned in 2017

Customer Service Life

So what did I do to come up with three lessons for 2017? Coaching does. In 2017, I finally openly discussed my feelings with other contact center professionals — 14 of them to be exact. Coaching is important. These coaching conversations and the time spent reviewing how agents performed on interactions are essential.

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Recapping the 2017 ICMI Contact Center Conference

Customer Service Life

This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. They reminded us of the importance of focusing more on coaching and empowering our agents and less on checking boxes on a form. Click here to read the original.

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Deloitte's 2017 Global Call Center Survey

Amplifai Coaching Category

Deloitte's 2017 Global Call Center Survey released mid-May polled executives from over 450 contact centers in 16 countries about their current and future priorities over the next two years.

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Welcome to 2018! A Groundswell Is Rising. Are You Ready?

Contact Center Pipeline

In June 2017, at Call Center Week in Vegas, OpenText Qfiniti received the Workforce Optimization Provider of the Year Award. During the evening gala, my colleague Matthew Storm went on stage to accept the award and gave the following statement: “The era of clunky call recording, bad coaching and crappy scheduling is over.”

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New Year, New Resolutions: Four Brand Strategies that Will Increase Customer Satisfaction in 2017

Calabrio

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

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Announcing the People’s Choice: TOP 100 Customer Success Strategists of 2017

Mindtouch

We compiled the list of 2017’s TOP 100 Customer Success Strategists who are well known and reputable around the world so that you can: Easily find a community of thought leaders in one place. Anne Janzer , Cuesta Park Consulting, Author, Writer, Writing Coach, @AnneJanzer, LinkedIn. Andy Mowat , Box, Sr. Looking for the Top 25 list?

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More Customer Channels: Your Biggest Pain Point Is NOT What You Think

CX Global Media

Here is an edited transcript of our interview: Jim Rembach: Hey, this is Jim with the Fast Leader Show and Call Center Coach and I’m here with Cameron Weeks from Sharpen. Sharpen’s really proud of this that looking through 2017 and the first quarter of 2018 that our average Global MOS Score was 4.4.