Myra Golden Media

SEPTEMBER 8, 2018

When I need to reach out to a company, chat is almost always my preferred contact method. It’s usually quick, and I can be doing other things, like replying to email or making a quick call, while I chat. Your customers like the ease of chat, too. But it’s not enough for the chat to be convenient and fast. You need to be creating rapport in conversation and speaking your brand voice.

Personalization 185

Personalization Accountability Customer Experience Best practices 185

JM Robbins & Associates

SEPTEMBER 8, 2018

It's Monday morning, and you're ready to take on the day. During the past few months, your contact center has made significant strides in improving customer satisfaction, increasing employee engagement, and delivering on your key performance indicators. You're certain that this Monday will be a great one. You get out of your car with a spring in your step, head to the front doors of your building and, before you can cross the threshold of the contact center, you witness complete pandemonium.

Contact Center 48

Contact Center Chief Customer Officer Employee engagement Customer Experience 48

Genroe

SEPTEMBER 8, 2018

Sudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere. Actually, I’m not a fan of this puzzle and, after trying them a couple of times, I gave it away. However, plenty of people have invested a lot of time solving some […]. The post It’s time to stop giving people Net Promoter Score® targets appeared first on Genroe.

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