Educate and Engage: Strong Relationships Matter

Brad Cleveland

Gina Szabo once relayed this story to me and gave permission for it to be published in Call Center Management on Fast Forward. Although certainly not a recommendation, it is a good reminder that communication is a key first step to contact center success.

Education, Education, Education – the real need for developing Customer Experience learning


I am not going to bore you with a list of everything that has struck me over the last 12 months, but I am going to focus on one thing in particular that has stood out for me – and that thing is best summed up by the word ‘education’!

Customer Experience in 2017 – Collaborate, Educate, Simplify and Focus!


Education, education, education! That being said, the desire for knowledge, education and inspiration is mind-blowing! This is why in 2017, companies need to focus more than ever on continuing education in Customer Experience at all levels of their businesses.

Introducing a New Guide to Customer Service Higher Education

Customers That Stick

Today we are releasing our new guide to customer service and customer experience higher education programs. The Customers That Stick TM Guide to Customer Service Certificate and Degree Programs is designed to help shine a light on the growing importance of our field and to help generate interest in those higher learning institutions that are at the forefront of customer service and customer experience education.

Why Learning CX Will Make You Happy and Successful


Those who continue to focus on their own education also understand the world is changing at an incredibly rapid pace. Off the top of my head… Have you ever felt like you had to educate a customer service agent or salesperson when you were the customer?

Posh Pools and Easy A’s: Students as Customers in Higher Education

Beyond Philosophy

In a recent New York Times article , writer Frank Bruni laments the erosion of higher education as a result of the growing adoption of a consumer model positioning students as customers and colleges as mere providers of goods and services. What value should a higher education provide?

This One Word Unleashes Contact Center Peak Performance

Call Center Coach

All of this came flooding back to me when I met Craig Preston of Education Folder at Call Center Week. But when I did, I could immediately see the value in using a tool like Education Folder to obtain peak performance.

Building Your Training Team from the Ground Up


Best Practices Contact Center Management General Trends & Insights CEU Cloud contact center management Education ICMI Quality Monitoring trainingOne of the most vital components of any contact center is the training department.

Adherence to Schedule Tips

Brad Cleveland

Educate each person on how much impact he or … Call Center Contact Center Customer Service Leadership Workforce Management adherence to schedule Brad Cleveland Call Center Management On Fast Forward workforce management

#SXSW: Emerging AI with a Focus on Greater Experiences


Data will educate, but AI will enlighten our experiences. Blog Customer Experience Featured Recent News User Experience #SXSWi AI Artificial Intelligence Bots Education linkedin SXSW tech

5 Elements of a Successful Virtual Training Model

Contact Center Pipeline

Education expert Bernard Bull once said, “In order to create an engaging learning experience, the role of the instructor is optional, but the role of the learner is essential.” A massive increase in online education over the past decade has revealed the truth of this observation.

5 Best Practices for Designing a Successful Training Program

Contact Center Pipeline

Adherence to Schedule Tips

Brad Cleveland

Educate each person on how much impact he or … Call Center Contact Center Customer Experience Customer Service Organization and Culture Quality Management Workforce Management adherence to schedule Brad Cleveland Call Center Management On Fast Forward workforce management

Infographic – Examples of Nudge Theory

Peter Lavers

Educators as well about their students! Every marketer has at some point wondered “why won’t my customers behave like I want them to?!”

Q & A with Customer Experience Futurist Blake Morgan

Bill Quiseng

I decided to focus 100 percent on customer experience thought leadership – speaking at events, writing a book “ More Is More ,” and even teaching an executive education at Rutgers Business School this August. Blake is adjunct faculty at the Rutgers executive education MBA program.

What Are the Elements of Good Strategic Planning?

Call Center Weekly

Her blend of senior corporate management experience and consulting acumen has helped a broad range of Fortune 500 companies, non-profit organizations, and higher education institutions develop a process for planning and implementing strategies that align seamlessly with operations.

The Best CX Leaders ROCK at These 3 Things


Instead of talking about CX internally, the best CX leaders educate. Educate your teams to embed and embrace a focus on delivering exceptional experiences. Education takes time. Talking about becoming customer-centric or tossing out NPS results is not educating.

Working in Tandem: Customer Service and Marketing

Call Center Weekly

It is here, that marketing gives customers the resources necessary to determine what the differentiator is, in order to make an educated decision to business with your company. By Wendy Weinert There are many important departments that make up a well-oiled business machine.

Welcome to the Contact Center

Call Center Weekly

Sadly, that stereotype often suggests the support staff is less educated, entry level, and unfriendly. The people I would be willing to match the skills and education of support staff with those in other departments of an organization.

Sometimes a Cup of Coffee and a Donut Is an Effective Strategy

Call Center Weekly

I reported directly to the owners and senior management, none of whom had an adequate comprehension of call center operations, nor did they want to spend a great deal of time being educated beyond service level performance and budget adherence.

My Latest Cisco White Paper: AI in the Contact Center

Jon Arnold

Everyone is trying to assess what AI can really bring to the contact center, and to help educate the market, they engaged me to produce this vendor-neutral white paper. If you follow me, you'll know I've been way busy lately. Included in that mix is a white paper I've been doing for Cisco.

5 Major Criteria To Be An Effective Leader

Call Center Weekly

It also shows loyalty by trying to find out at least a little something about what they do, their needs, and figure out ways to help them become better if what they need is beyond your education.

PACE: Changing with the Times

Contact Center Pipeline

The Professional Association for Customer Engagement (PACE) stands alone as the only trade association that provides advocacy, compliance, education and networking to the contact center industry.

Putting Humanity in Contact Centers

Customer Relationship Metrics

You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. You’ve conducted surveys, created committees, put in recognition programs, and still you struggle.

Top 10 Gaggle Speaks Blog Posts from 2017

The Center for Client Retention

Last week, our Safety Management team received a considerable number of inquiries from educators concerned about the game “Blue Whale,” which has ostensibly resulted in the death of dozens of teenagers by suicide. (May G Suite for Education Versus Office 365. Which online learning environment is superior, G Suite for Education or Office 365? Here are three considerations that will help you begin to determine if G Suite for Education or Office 365 is a better fit for you.

Improve Your Contact Center Through Agent Training and Development

Call Center Weekly

By Sean Hawkins Organizations that understand the true value of professional development, culture, innovation, and creativity, also recognize the value of continuously educating their employee base.

Why your contact center is a massive fraud risk

Call Center Coach

Educating Contact Centers. Over the past few years there has been a large focus to develop security solutions for mobile and online channels. This has left your contact center vulnerable. To fraudsters, they see your contact center as a huge fraud opportunity. And they love you for it.

How Professional Development Can Make Technology Friendly

Contact Center Pipeline

Education is no different. Technological advances enable educators to disrupt learning in ways that were almost … Continued. Technology has become a mainstay in our daily lives. Professional Development

In customer service, your people are NOT your most important asset.

Bill Quiseng

The answer is that we, as managers, are responsible for the education of those who do not have those skills. And we will be the ones who will have to educate the people we select to deliver the experience our customers are expecting from us.

Internal Threats – The Weakest Link


Most companies have not taken proper measures to educate their staff on the seriousness of keeping personal information and access credentials confidential.

Forget About the Wow. What Should You Fix NOW?


And of course, don’t forget to educate the executives and employees throughout your organization! Customer experience repair and improvement can be completely overwhelming! There are so many areas to tackle. Those surveys don’t develop and send themselves.

Maximize Every Communication: Anticipate and Inform

Call Center Weekly

Quick response templates also educate other team members who may not be aware of existing policies or procedures. By Sheree D. Kenner One of the things that an overburdened helpdesk can do, is to make every interaction count.

8 Ways to Refresh Your Support Teams’ Customer Service Training – Part 1

Peter Lavers

It’s not always about the knowledge and education – sometimes, it’s more about team building and motivation training. This is the first instalment of a 2-part blog from our new guest blogger Jason Grills – welcome Jason!

An Ambitious First 90 Days for a #CXO

CX Journey

He asked me what CXOs would be doing in their early days, and my response, in a nutshell, was around information gathering and education. Education falls into each of those phase but certainly is important to getting everyone on board.

RCDA drives KPI achievement through call flow enhancement and agent and leadership development

Robert Davis

VOC – To improve VOC, RCDA engaged in an education and validation process to ensure everyone understood the survey process, questions and scoring methodology. Advanced receiver services (ARS) – Educated agents and helped them use effective discovery questions.

5 Useful Quotes from Experienced Customer Service Leaders


Stephen is an American educator, author, businessman, and keynote speaker. Whether you’re a customer service director, manager, or representative, reading a few good words of wisdom always seems to help inspire your next course of action.

How Long Will It Take You to Talk to Us About Soft Skills Training?

Myra Golden Media

Amy Spence, Training Service Manager, West Education Group. Yesterday I delivered a full-day of soft skills training to a new client in Denver. We had such a fun day. Lots of participation, solid take-aways, table discussions that I know were behavior changing.