News & trends for leaders in #ContactCenter #Custserv #CX #CallCenter. Covering strategy, technology, agent management, #CustomerExperience, #AI, & more.
Brentwood, TN
Joined February 2016
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Customer Contact Advisor retweeted
Friction really does kill the customer experience – and those who do the best job of reducing or removing it are most likely to win in the marketplace.
Customer Contact Advisor retweeted
The effects of the coronavirus pandemic will likely be felt in #customerexperience for years to come #cx via @forbes forbes.com/sites/blakemorgan…
Customer Contact Advisor retweeted
Bad customer #surveys: a cringe-worthy story told through GIFs. Via @stephaniethum @FutureOfCEC.
cc: @JuliaAhlfeldt @CxExcellence @AlexAnnGreen1 @btinder @AlexAllwood
#CustomerExperience #Comedy #CX #CXUnplugged
the-future-of-commerce.com/2…
Customer Contact Advisor retweeted
In @CustomerContAdv Magazine: Advice & #HRtips for #contactcenter managers helping their #WFH employees adjust to #teleworking from Chief People Officer @EvaMajercsik of @genesys. #WorkFromHome customercontactadvisor.blr.c…
Customer Contact Advisor retweeted
Much like love, customer loyalty can’t be bought; but it can be cultivated with a bit of hard work and lot of personalized attention. Check out our latest post on how to make your customers fans and increase loyalty glad.ly/3jveUwa
Customer Contact Advisor retweeted
This pandemic has put a magnifying glass on customer personalities. If they’re frustrated, they’re going to be even more frustrated when put on hold. If they’re the type of person that’s very laid back, they’re probably going to be more forgiving & easier to do business with.
Customer Contact Advisor retweeted
Do not cut where the customer is going to notice. There are different things that you can do that won’t be as noticeable to the customer.
Customer Contact Advisor retweeted
#ThursdayThoughts Constantly look to automate actions you perform often on an everyday basis. Set redundancy aside and let your help desk do the grunt work for you. #CustServ
Customer Contact Advisor retweeted
.@Microsoft introduces Customer Voice, a real-time customer feedback tool
Designed to empower businesses & orgs to build better products, deliver better experiences to customers and build the relationships for customers
#custserv #cx via @TechCrunch tcrn.ch/3hpNTIA
Customer Contact Advisor retweeted
The "trust in dispersed teams" also applies to working with #customers, not just in B2B. The challenge is building a team with your customer to help them reach their goals. Possible, but definitely more challenging when we're doing everything remotely. #CX #ExperienceMakers
When setting expectations "We are going to have to pay special attention to the social emotional needs of the people we lead." @BreneBrown talking trust in dispersed teams managing pressure. @adobe #ExperienceMakers
Customer Contact Advisor retweeted
“Failure is not okay unless it becomes learning. Get together to talk about failure and your learnings from them. Don’t just fail fast and move on, you need to learn and learn together”
via @BreneBrown
#ExperienceMakers #leadership
Customer Contact Advisor retweeted
Holy crap, @BreneBrown never fails to inspire!
"If you don't see the humanity in the people you lead and work with, we will not be successful."
#ExperienceMakers #ExperienceMakersLive
Customer Contact Advisor retweeted
This talk by @BreneBrown is fantastic, talking about the mental health & logistical needs of teams in these times.
“We are normalizing the kids situation…. we got to take care of people!”
#ExperienceMakers
Customer Contact Advisor retweeted
"Clear is kind and unclear is unkind." BOOM! @BreneBrown is on the money with that comment. All the more critical—I'd say with internal discussions OR customer conversations equally—when we're really only "seeing" each other virtually. #ExperienceMakers
Customer Contact Advisor retweeted
What's coming? Join #crmxchange @callminer and @incontact August 11th as we discuss CX Megatrends to Watch in 2021 #WorkFromHome #Workforce #analytics #digitial bit.ly/39gpGS5
Customer Contact Advisor retweeted
New from the Experience Investigators blog:
Customers Want Personalized Experiences AND Privacy. Can They Have Both? bit.ly/3hnyQiQ
Customer Contact Advisor retweeted
There is still time to join @LukeWilliamsCX for a @XM_Institute #XMPN community virtual meet-up today (7 PM ET) or tomorrow (11 AM ET) to discuss how #CX drivers of satisfaction have changed pre- to post-COVID. I'll post registration links in this thread for both sessions #XM
Customer Contact Advisor retweeted
2b. Don’t underestimate the #consumer. They are going to expect it. No turning back. #MercerChats
Customer Contact Advisor retweeted
A10. ASK! Honestly, it's as simple as that. But more importantly, when you do ask--LISTEN! Don't just ask to pat yourself on the back. Why do they like/dislike what you're doing? Ask. Listen. Learn. #custserv
Q10 | #custserv
How do you keep on track to deliver to customer perceptions and expectations?