Customer Experience

This article was originally published on ThinkHDI.com in September 2020. Regardless of the role, everyone supports customers. While it’s not always apparent to everyone, there are two types of customers, too – internal and external. In many industries and businesses, technical support agents support both internal and external customers. Despite the best strategies and processes, […]

This article was originally published on ICMI.com in August 2020. Look in any industry, business, or corner of pop culture, and rivalries are everywhere. Microsoft vs. Apple. Coke vs. Pepsi. Marvel Comics vs. DC Comics. Ford vs. GM. Within contact centers, there is a rivalry that continues to rage every year. What I’m talking about

This article was originally published on ThinkHDI.com in September 2020. One of the most critical relationships in any business is the one with customers. Without customers, there is no business. From an asset perspective, customers are one of the most important, right there behind employees, for many companies. The goal is to keep customers happy.

This article was originally published on ICMI.com in June 2020. In the contact center, agents and supervisors have heard it all before while handling irate customers. Customers threatening to sue the organization because a product isn’t working correctly. Promises to light up social media if customers don’t get what they want. Overly aggressive or pushy

This article was originally published on ThinkHDI.com in July 2020. Finding good technical support candidates can be difficult. With a unique skill set that includes technical abilities, customer service skills, passion for technology, and excellent communication skills, it can sometimes feel like looking for unicorns. Add in additional skill sets like the ability to support

This article was originally published on ICMI.com in May 2020. Contact center leaders need to make plenty of decisions every day. There’s certainly no shortage of work to do between prioritizing tasks, monitoring the queues, and keeping tabs on their employees. There’s one decision that’s crucial above all else – the choice of who to

This article was originally published on ICMI.com in March 2020. Time is a precious resource, and contact center leaders have a lot on their plates. Between monitoring the queues, coaching team members, and more, there’s only so much time to complete a mountain of tasks. It’s important to make each hour count. Here are 20

Doing the same thing over and over again and expecting the same result is the definition of insanity. Why do organizations continue to make employees complete tasks and assignments that provide no value? Leaders and organizations are often stuck in their ways, failing to evolve their management style and approach. Many leaders express frustration about

Customer expectations continue to rise. The level of support required and expectations of those providing customer service need to increase equally. Look, sometimes things go wrong. Some products are defective. Sometimes there are service failures. Sometimes websites go down, or shipping is later than expected. Stuff happens. When there is a breakdown or failure, resolving

This article was originally published on ICMI.com in February 2019. Within many organizations, barriers to both resources and information exist. Unfortunately, in contact centers, these walls impede the progress of team members and limit the customer experience. Sometimes there is vital information hidden behind a curtain that only a select few can access. Some departments,