How Virtual Reality is Changing the Buying Experience Instead of Engaging Multiple Customers, Focus on One at a Time Feedback from Customers Can Improve Workforce Management

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Consider Mentoring Programs to Engage Millennial Call Center Employees
While most workplaces today have employees who span generations - from Baby Boomers near retirement age through Gen-X and to younger Millennials beginning their careers - the contact center has traditionally attracted younger workers. For many manage… - 10/25/2016

Why Verizon Failed Despite Hiring Customer-Friendly Agents
I recently had a memorable customer experience - memorable, unfortunately, because it only served to grow my frustration over how little the nation's largest wireless carrier cares about its customers. To make a long story short, I want to add an int… - 10/20/2016

How Strong Sales Leadership Drives Customer Obsession
Today's businesses must be customer-obsessed. Successful organizations-from Salesforce to General Motors to Home Depot-have focused their efforts on creating optimal experiences for their customers. What these major players know is that failure to me… - 10/20/2016

Go for the Sure Win with Workforce Management
The quick and easy win isn't always a possibility in business. While we would certainly get to our goals much faster, it doesn't mean that it's always the available route. The ideal goal is not only to win, but to win with sustainability so you can k… - 10/20/2016

Top 10 Worst Mistakes to Avoid When Supporting Smart Home Customers; Part Three
8. Treating all customers the same - All customers are not created equal, and this is where canned responses and enforced scripting can go horribly wrong. Witness this verbatim, slightly redacted transcript from a recent test chat I had with one of t… - 10/20/2016

Getting the Digital Customer Journey Right
The new digital customer journey is transforming the very nature of how businesses interact with customers. Historically, customers looking for service would pick up the phone and call a contact center. While this still happens today, many individual… - 10/19/2016

Top 10 Worst Mistakes to Avoid When Supporting Smart Home Customers; Part Two
4. Shoehorning your customers into live support - Customers have spoken, and what they're saying is that they don't always want to speak. It's one of the reasons chat is experiencing such a rapid rise in popularity. I personally dread calling for hel… - 10/19/2016

Hesitations Don't Have to Limit Access to the Cloud
The standard approach to customer service in the call center has typically been to ensure the agent can satisfy the customer's needs in the least amount of time. While it sounds like efficiency, the same old approach to hitting the numbers may not be… - 10/18/2016

Top 10 Worst Mistakes to Avoid When Supporting Smart Home Customers
In the new interconnected world, the way we have traditionally provided tech support doesn't work anymore. Yet many companies trying to provide world-class assistance to their smart home customers are still using outmoded processes, sub-optimal metho… - 10/18/2016

Transforming Your Contact Center into a Customer Experience Command Center
Contact centers have a bad reputation. Whether it's poor customer service or long wait times, the stigma within many organizations is that the contact center is simply there to field customer complaints. However, the contact center is changing- for t… - 10/18/2016