CCNG
FEBRUARY 1, 2023
As the first line of defense against angry customers, many customer service associates report they have been blamed for things that are out of their control. I advise my clients that to retain high-performing associates, they must provide training, keep them motivated, and work to reduce the key drivers of their job stress.
The Northridge Group
OCTOBER 20, 2021
The age of “digital first” interactions—in which customers encounter businesses online rather than through traditional phone or in-person channels—is here, and it dominates our daily lives. The “digital first” transformation will not eliminate the need for the human contact center, but rather elevate the associate to a more expert role.
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HGS
JULY 12, 2017
“We are honored to be recognized by one of the world’s largest contact center associations as a trailblazer in outsourcing partnerships and self-service technology,” said Chris Lord, Global Head - DigiCX; Growth, Strategy and Marketing. “At
Call Center Weekly
SEPTEMBER 13, 2018
This bit speaks to me in the context of customer experience: “Treat me good, I’ll treat you better, treat me bad and I’ll treat you worse” Customers don’t really want to be amazed or have their hair blown back – just helped. Those feelings set the tone for the human interaction and inform the customer experience.
The Northridge Group
NOVEMBER 4, 2021
Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. They learn that great coaches are deliberate about recognizing even small associate accomplishments, but also hold associates accountable for their improvements.
Call Center Weekly
APRIL 25, 2018
EVERY customer contact is a retention opportunity!" Train your agents to look for ways to improve customer experience on every interaction. For instance, suggest automatic renewals, so customers avoid service interruptions. Minor frustrations, unfilled needs and finally a "trigger" event cause a breakup.
Contact Center Pipeline
MARCH 28, 2023
As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical.
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