blog tag Contact Center Related Topics 
Customer Service Life
DECEMBER 20, 2023
Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Here’s the thing about contact center agents and the word “No” I firmly believe that contact center agents don’t actually like to tell customers they can’t do something.
Customer Service Life
NOVEMBER 5, 2018
This article was originally published on the FCR blog on October 8, 2018. Instructional design- There’s an entire science around instructional design — and while it would be nice for every contact center to have someone with a masters degree in the topic (like FCR), that may not be practical.
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Customer Service Life
MAY 21, 2018
This article was originally published on the ICMI Blog on March 29, 2018. But how many would list quality assurance, a standard contact center metric, as a customer experience metric? In the modern contact center, these ARE customer experience metrics. Click here to read the original. Average Handle Time (AHT).
Customer Service Life
FEBRUARY 4, 2019
The text of this article originally appeared on the ICMI blog on December 5, 2018. There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already. Slack has revolutionized contact center communication. Hint: Focus on Agent Performance.
Customer Service Life
MAY 15, 2017
This article was originally published on the FCR blog on May 3, 2017. At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better. NextCaller.
SurveySensum
JANUARY 24, 2024
Jeremy Watkin , director at Director of Custserv and NumberBarn : We currently have our team and anytime they handle a ticket where a customer asks for a specific feature that we don’t offer, we have them tag that ticket and they go through those periodically to see what customers are asking for. That’s good news!
CommBox
JANUARY 4, 2022
According to Deloitte, a whopping 88% of businesses are now prioritizing customer experience in their contact centers. And believe it or not, your brand can provide that community to thousands (if not millions) of people across the globe thanks to modern innovations like social media , blogs, and email marketing.
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