In today’s competitive business landscape, having omnichannel customer support is crucial to success. There’s this idea that to ‘do omnichannel’ (hands up all of you who honestly hate that word) you have to be super literal about the definition of ‘omni’. To many this equates to voice, email, SMS, chat, Facebook and Twitter – and increasingly […]
The Case For Crafting a Personal Definition of Omnichannel Read More »
Now’s when we really start to uncover what makes your agent experience tick. RIGHT, you wonderful bunch. You’ve got your journey map all roughly sketched out with more stickies than you can shake a— yeah, bad joke.
Still mystified by the whole customer experience (CX) thing? Or do you roll your eyes at yet another piece of jargon? Stop. Read this. Editor’s note: So we just realised that we’ve been doing a series on crafting your agent experience but we haven’t yet really delved into defining the whole CX thing to begin with.
CX is Everybody’s Baby – Here’s Why You Want it to be Yours Read More »
Alright. You’ve got your agent persona(s) and your touchpoint catalog, right? Now let’s get join hands and make an experience map. We’re starting to get to the cream here everybody. You’ll start seeing real, concrete opportunities to revolutionize your operation. No but seriously. So get ready for the thrilling finale in our series on the agent
What if you could increase your agents’ efficiency without burning them out? The blended contact center is your friend – but only if you do it right. A glance at any scatterplot of call times will confirm that both in- and outbound calls tend to have lulls in volume – and that those lulls usually
How to Navigate the Pain Points of Omnichannel Blending Read More »
A few weeks back we talked about how to turn personas – a classic marketing and CX tool – inward to help lay the stage for crafting your agent experience (AX). Now we’re going to take a step further. We’re going to put together an agent touchpoint catalog which will give you a high-level (and
How to Catalogue the Ingredients of Your Agent Experience Read More »
By far the biggest factor in the success or failure of your campaigns over time is not your outbound call center solution, it is whether and what you measure. This is not a particularly shocking statement – it is kinda like saying the biggest factor in the success or failure of driving your is not blindfolding yourself
3 Critical Call Center Metrics for Successful Outbound Campaigns Read More »
Skills-based routing is pretty great – don’t get us wrong – but there is so much more we could do. We are talking about smart inbound routing. Routing has come a long way since the first automatic call distribution device was created. Those early devices were surprisingly sophisticated little blighters – just have a look at
The Next Frontier in Routing – or Why Skills-Based Routing is not Nearly Enough Read More »
If you are still leaning heavily on reports for your day-to-day and month-to-month in your contact center, we need to talk. Let’s play a game. Say you’re an army wizard, or whatever those army types are called these days. Which would you rather have: (a) early warning of an approaching missile, or (b) an extremely
The Report as We Know it is Dying – and Thank Goodness Read More »
When our CEO Nour Addine Ayyoub chose to take part of the team on a hike through Namibia’s Fish River Canyon, it wasn’t for the natural beauty – it was for the suffering. ‘Companies often call their activities “team building”,’ Nour Addine says. ‘I hate that term. Team building implies that you’re trying to build
