Agent Retention: The Secret To Improve Customer Experience

Thursday, July 13, 2017 Agent Attrition

agent retention

People seem very concerned with customer experience these days. There are conferences on it — like CX Week, which just happened at the end of May — and numerous niche publications and the always-willing “thought leaders” in the space. It’s definitely evolved, which is ironic in a way. Wasn’t customer experience always the idea? Didn’t […]

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How to Improve Customer Service With Employee Engagement Software

Thursday, June 15, 2017 Employee Engagement

employee engagement software

At this point, we’ve blogged a bit about customer experience (a close cousin of customer service) and done even more on employee engagement. Might be time to find the intersection point of those issues. Because we’re self-absorbed (the millennial mindset?), let’s stay with us for one second. While you could argue that everything we do […]

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Can Lower Call Center Turnover Rates Improve Customer Experience?

Monday, June 5, 2017 Employee Turnover

call center turnover rates

We talk often about the intersection point of call center attrition and improved customer experience, and rightfully so. Customer experience is a big deal for brands these days — supposedly 74% of executives make it a priority now — and while there are different ROI metrics tying customer experience to the bottom line, the overall […]

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5 Reasons That Call Center Stress Is Destroying Agent Retention

Tuesday, May 16, 2017 Agent Quality of Life

call center stress

Workplace stress has been called “a costly epidemic” (seems right) and, for some unclear reason, Groupon (yes, that Groupon) recently did a study on work stress — and found it to be pretty pervasive. There is an irony to all this, of course: in the 1930s, Keynes (a relatively famous economist) predicted that we’d be […]

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How To Improve Customer Experience And Call Center Attrition With One Solution

Friday, May 12, 2017 Agent Attrition

how to improve customer experience

Man, customer experience really took off, didn’t it? For years, executives essentially viewed customers as wallets with fingers. Then, sometime around the early part of the 2010s, customer experience became “the thing.” Everyone wanted to know how to improve customer experience. Breathless strategies rushed into every corner of the space. Suddenly, there were enough “customer […]

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The Next Big Secret In Customer Experience Marketing

Thursday, May 4, 2017 Customer Experience

customer experience marketing

“First it works and then it doesn’t.” I really like the way growth hacker Andrew Chen explains a marketing phenomenon that he somewhat facetiously calls “the law of shitty clickthroughs” . You may prefer to call it a law of diminishing returns. The idea is simple. Your marketing team has identified a couple of very […]

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