blog tag contact-center-best-practices 
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.
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).
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Execs In The Know
MAY 2, 2022
Read on to see best practices for reshaping your CX program (or starting your brand new one). As a critical first step to understanding your customers biggest needs and challenges, accurate customer journey (and friction) mapping is essential to triangulating your best-path CX strategy. That’s why you can’t afford to.
Comm100
NOVEMBER 8, 2017
You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. Do you (A) Curse at the other drivers and the traffic, (B) Anxiously check the rearview mirror, or (C) Turn on the music and make the best of it?”. Uses visible signs of listening including nods.
Customer Service Life
AUGUST 20, 2019
This article was originally published on the FCR blog in partnership with my colleague, Travis Wild on June 18, 2019. Out of this experience, we’ve noticed some patterns and best practices that can help organizations get the most out of their Zendesk configuration. Here are six best practices.
Intercom, Inc.
MAY 24, 2018
In practice, that means an experimentation model is applied to all marketing activity, from content and demand generation all the way down to brand. We have prospector API, which is about lead generation and finding new contacts. Adam: Data is at the center of all that work. Short on time? Where’s your team working?
Comm100
SEPTEMBER 7, 2017
These live chat interview questions and answers will help you get to know your prospective agents, and decide if they are the best match for your company. It means empathizing with them and their experiences, and working hard to find the best solution to your customers’ problems.
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