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Over the last few months, contact center agents have seen considerable change, from increasing workloads to evolving work environments. And now many agents have to pivot again, this time to a hybrid work model where some coworkers are remote and others are in the physical contact center. Hiring managers primarily view this shift as a good thing, as it expands the available talent pool significantly. The flip side is that your agents now have more job opportunities than ever before. That’s why it’s crucial to make agent retention a top priority (if it isn’t already). Your agents are often the only real humans your customers interact with. So why wouldn’t you ...
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Customer experience professionals have the tough job of keeping up with new technologies, developing strategies and processes for optimal agent performance, along with keeping up with the latest trends in the industry. In an attempt to help weed through the vast number of influencers, consultants and leaders out there, we have constructed a list of leaders in the CX field that are great resources to utilize to help you stay on top of this ever-evolving industry landscape. Ian Barkin, Leading Technologist and Future of Work Expert Ian Barkin is a seasoned leader and innovator in Digital Operations, Robotic Process Automation (RPA), Intelligent Automation, ...
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Mark Hillary is a British/Irish writer and analyst based in São Paulo, Brazil. He is a former technology director turned communication adviser, writing books and blogs on technology, work, and globalization. He continues to write books on the future of technology and CX, contribute to media debate, advises corporate leaders, and ghost-writes content for several leading global CEOs. Listen to the full interview here Hey, Mark. Thanks for joining me. Do I have your permission to record this call for quality assurance? Yeah, there’s no problem. Excellent. You have a unique view on the CX industry as a former technology director. You ...
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Does this scenario sound familiar? Your customer is moving and needs to perform the simple task of transferring one of your utility services from their current residence to their new home. Seems simple, right? So, they call your utilities contact center, and a bot asks them loads of questions with the intent to change their service’s location without ever speaking to a human being. Sometimes it works and sometimes it doesn’t. If it doesn’t, your customer starts a merry-go-round of navigating menu options, being put on hold, and finally reaching an actual human being only to be told they can’t verify their information. And now the call gets escalated to a ...
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When your customers call your contact center, the process of delivering consistent, accurate, and efficient service should be simple. You need to know who the customer is, their history with your company, understand why they’re calling, and be able to resolve the issue or answer the question in an efficient, timely fashion. They should hang up the phone feeling assured the agent they spoke to is an expert and provided all the answers and solutions they needed. All of that, and don’t put the customer on hold. Unfortunately, all the technology contact center managers provide to their agents often complicates the process of helping customers and making the job ...
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Every contact center has a plan for how they want to handle each customer interaction. Given the complexity of any given interaction, having well-informed and capable agents, as well as a seamless technology environment, are key to executing each interaction successfully and delivering fast, accurate, and uniform service that leaves your customers with a favorable impression of your company. Obviously “fast, accurate, and uniform” is easier said than done but when your service is slow, inaccurate, and frustrating for customers, it’s not always a people or a technology issue. In fact, we find that poor customer service is often the result of poorly defined processes ...
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Metrics are a great tool for assessing contact center performance. But quality and customer satisfaction scores only tell part of the whole story. If your agents aren’t hitting their benchmarks, it’s time to evaluate your call handling processes—and you don’t need metrics to do it. Just take a stroll through your contact center floor and check out your agents’ desktops. What do you see? Desks laden with sticky notes, large knowledge bases, binders, and agents with one foot out of the door— are all red flags of complicated processes that prevent your agents from consistently and accurately resolving customer issues. Here are four solutions to simplify ...