Contact Center Pipeline

NOVEMBER 23, 2017

Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our readers for your time and support of our articles and blog posts throughout the years. Thank you—and have a Happy Thanksgiving!

Contact Center 100

Contact Center Call Center 100

Fonolo

NOVEMBER 23, 2017

If you’re reading this, there’s a good chance you’ve been placed on hold at least once in your lifetime. In fact, 45% of customers can’t remember having a recent positive experience, and 35% of them say it was directly related to poor response times. This is a serious problem since timeliness is the most important thing a company can do to provide good service.

Self service 86

Self service Wait times Morale Call Center 86

Etech

NOVEMBER 23, 2017

Coaching employees is important for continuity of an organization. Your leadership team needs to pass on the wisdom and knowledge they have gathered over the years to the upcoming managers. As a leader, I believe this is an important indicator of your commitment to your organization. Are you taking time to coach the middle-level managers to be great leaders, maybe even better than you are?

Coaching 84

Coaching Feedback Personalization Management 84

Customer Experience Matters

NOVEMBER 23, 2017

Many people who read this blog are celebrating Thanksgiving and will be exchanging “Happy Thanksgiving” greetings throughout the day. But I’m pretty sure that overdosing on turkey and stuffing is not the most expedient path to long-term happiness (although I don’t have any data to support my hypothesis). So what is a better path to happiness?

Customer Experience 48

Customer Experience 48

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