Contact Center Archives - Page 6 of 20

Simple Ways to Leverage Wellness to Improve the Employee Experience

Posted on April 1, 2019 by Jenny Dempsey

This post was originally posted as a featured contributor on ICMI. Eat only healthy snacks at work, lose weight and burn calories through your daily […]

Contact Center, Jenny, Leadership, Motivation

4 Tips for Using Slack to Improve Contact Center Communication

Posted on March 28, 2019 by Jeremy Watkin

This article was originally published on the ICMI blog on January 24, 2019. Click here to read the original post. When I was a customer service manager […]

Contact Center, Customer Experience, Customer Service, Jeremy

My Understanding of AI in CX so Far. Things Could Change!

Posted on March 15, 2019 by Jeremy Watkin

This article first appeared on CX Accelerator on January 7, 2019. Click here to read the original post. I’m not known for being quick on the uptake […]

Contact Center, Customer Experience, Customer Service, Jeremy

I Can’t Believe You Cut Me Off!

Posted on March 6, 2019 by Jeremy Watkin

This article was originally published on the FCR blog on February 7, 2019. Click here to read the original post. It’s official. I’ve completely caught […]

Contact Center, Customer Experience, Customer Service, Jeremy

Customer Service Edge Cases. To Empower or Not to Empower?

Posted on February 12, 2019 by Jeremy Watkin

This article originally appeared on CustomerThink on December 17, 2018. Click here to read the original post. Have you noticed the change in professional sports television viewing […]

Contact Center, Customer Experience, Customer Service, Jeremy

5 Contact Center Tech Upgrades to Consider in 2019

Posted on February 4, 2019 by Jeremy Watkin

The text of this article originally appeared on the ICMI blog on December 5, 2018. Click here to read the original and click here to watch a […]

Contact Center, Customer Experience, Customer Service, Jeremy

How Chat Analytics Differs from Voice Analytics

Posted on January 28, 2019 by Jeremy Watkin

This article originally appeared on the OpusResearch blog on November 16, 2018. Click here to read the original. Today’s contact centers are overflowing with insights about how […]

Contact Center, Customer Experience, Customer Service, Jeremy

Creating A Customer Service Quality Assurance Form Doesn’t Have To Be Scary (Here’s How)

Posted on January 18, 2019 by Jeremy Watkin

This article was originally published on the MaestroQA blog on December 2, 2018. Click here to read the original post. Creating a quality form for your customer […]

Contact Center, Customer Service, Jeremy

A Miscellaneous Lot of Thoughts on Quality Scoring

Posted on January 15, 2019 by Jeremy Watkin

This article was originally published on the FCR blog on December 10, 2018. Click here to read the original. Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles. […]

Contact Center, Customer Service, Jeremy