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Blog Entry
How Mindfulness Translates to Happier Agents and Customers

Being a customer support agent has to be one of the most stressful jobs in the world, even during normal times. Dealing with issues and problems all day every day is draining. And customers are sometimes at their worst when they connect with agents. The agent is expected to remain calm, cool,...


Blog Entry
Coronavirus and Contact Centers: Practical Solutions for Business Continuity

As the number of confirmed cases of COVID-19, or coronavirus, increases across the United States and around the world, businesses are expressing valid concern around how their staff, customers, and day-to-day captive centers and BPO operations will be affected. To maintain employee safety as...

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Blog Entry
Hiring the Best in Customer Service

Companies know the best customer service is delivered by engaged agents who are knowledgeable, patient and compassionate. The tricky part is finding this kind of coveted talent. Attracting quality candidates is a competitive business, and top-notch customer service agents often have multiple...


Blog Entry
Pizza Hut’s Paul Brandt on Delivering a Feeling, One Pie at a Time

Not everyone gets to grow up and take a job they love with a brand that gave them the warm fuzzies as a child. By that standard @Paul Brandt , who joined Pizza Hut as VP of Customer Experience in April 2019, is one lucky guy. In this interview, he explains how the brand’s employee-first...


Blog Entry
TeamSnap’s April Eastburn on the Power of Empathy in Customer Experience

Being a consumer yourself doesn’t necessarily make you an expert in customer experience, because great CX starts by putting yourself in someone else’s shoes. @April Eastburn , Customer Experience Manager at sports team management app TeamSnap , learned this lesson early thanks to an...


Blog Entry
FedEx's Ginna Sauerwein on Getting It Right the First Time

Over her nearly 35 years at FedEx, community member Ginna Sauerwein worked her way up from Package Handler and Ramp Agent to Managing Director of Customer Experience - and her last day on the job was May 31. Now ready to tackle new challenges, Ginna has been reflecting on her tenure at FedEx...


Blog Entry
Sun Basket Gig-Worker "Experts" Weigh In

So far my blog posts have been focused on industry analyst articles and insights and experiences of utilizing gig workers from the business’s perspective. This week I spent time connecting with three of our Sun Basket Experts to bring their perspective of being a gig worker for Sun Basket to...


Blog Entry
Member Q&A: Google's Parag Vaish on Smart Team Decision-Making

At our Customer Response Summit in New Orleans we heard Parag Vaish, Founder-in-Residence at Google's Area 120, explain how his Smart Selection Process helps the most valuable CX ideas and strategies float to the top. In this follow-up Q&A, Parag shared how he navigates office politics,...


Blog Entry
Member Q&A: 2K's Ima Somers on How Southwest Airlines Made Her a Better CX Leader

The recent passing of Southwest Airlines’ larger-than-life co-founder Herb Kelleher has generated a heartfelt outpouring of remembrances -- the kind usually reserved for rockstars and heads of state. Among those with a few stories to tell is community member @Ima Somers , who worked her way...