Learn why investing in agent experience creates higher customer satisfaction and loyalty plus tactics for Doing CX Right.
Doing CX Right BlogContact Center
How To Balance BOTH Customer Service Agent Training AND Competing Demands
Learn strategies to build a culture of learning. Balance BOTH agent training AND contact center competing demands for positive outcomes.
Expert Insights on Improving Customer Experience in the Contact Center Industry
Peter Ryan, market analyst, and Stacy Sherman discuss how technology is changing the contact center & valuable delivery models to succeed based on workforce trends.
The Rise of AI Robots in Customer Service: How Humans and Bots Can Co-Exist
The future of work is here. AI Robots are changing customer service experiences. Learn how to deliver excellence as humans & bots merge.
6 Ideas To Increase Employee Engagement
Customer satisfaction is directly linked to employee engagement. Learn & apply best practices to achieve loyalty and retention goals.
6 Ways To Retain & Engage Best Contact Center Agents
Learn how to get contact center reps to deliver outstanding customer service as your differentiator and company norm.
4 Best Practices For Doing Customer Service Right
It’s less expensive to keep current customers than get new. Learn how to deliver exceptional customer service at the moment people need it.
The Future of Remote Work for Contact Centers
Customer service operations & contact centers are going through dramatic changes in every organization and respective departments.
8 Strategies To Get Great Customer Service (Starts With YOU!)
Who owns customer service? Is it strictly the companies we buy from or do consumers have a responsibility in achieving a positive outcome too? This is the theme of my newest article in Psychology Today, co-written with Dr. Grant Brenner. We dive deep into using emotional intelligence to achieve great experiences.
3 Actionable Lessons in DoingCXRight
The new year has arrived. Holiday gift giving is officially over. Like other families, mine are enjoying their presents especially the electronic ones. While getting new devices and setting them up has gone smoothly, obtaining help to address product questions is easy in some cases and frustrating in others. No matter how much I love a product, if getting help requires a high level of effort, I often return the item and tell friends to shop elsewhere.