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Annette Franz, CCXP Jun 19
How do you identify and smooth your customers' biggest pain points when interacting with the contact center?
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Sue Duris Jun 19
Q5. How do you ensure that agents are able to deliver the experience that customers expect?
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Brian Doyle Jun 19
Replying to @bnhdoyle
I once had a manager seriously ask me, "Do you think it's ok if the customer gets transferred 4 times before getting an answer?" I bet if he had been the customer, he could have answered that for himself (wasn't too hard).
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Sue Duris Jun 19
Join us for the June 26 when we discuss the differences between Customer Experience and Customer Success and Customer Service.
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Sue Duris Jun 19
Hello everyone - welcome to !
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Eric Engwall Jun 19
Replying to @SueDuris
Sue - do you mean experience with the call center itself, or the pain point(s) that lead customers to contact the company in the first place?
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Jeremy Hyde Jun 19
A5: Ensure that you design policies and procedures that support the experience, equip them with the tools and resources they need, and make it clear what type of CX you’re aiming for and reinforce that
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Sue Duris Jun 19
Welcome to ! A Twitter chat for participants to connect, learn, and share best practices about and !
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Jeremy Hyde Jun 19
Hmm, Idk. This may subtly imply that the contact center team is responsible/accountable for the entire CX. This is already a challenge in some orgs where folks r unaware of the role they play and not really thinking through CX as they create horrible experiences
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Lauren Volpe, CCXP Jun 19
Replying to @SueDuris
A5 Empowerment goes a long way! Give them enough leeway
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Jeremy Hyde Jun 19
I was saying I’m not sure about calling the contact center the experience center. Also, in many industries the experience doesn’t start with Cctr and we come in later in theirs journey. CCTR is an important part of the experience for sure though! 😀
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Sue Duris Jun 19
Replying to @laurenqvolpe
what question are you answering?
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Brian Doyle Jun 19
Replying to @annettefranz
Operationally, I like to keep my call center more general if I can. Empowering them to make decisions, though, can reduce the need for too much specialization.
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Brian Doyle Jun 19
A5: A start is to have your agents understand the customer perspective. Have them call in with an issue and see what happens.
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ClearAction Jun 19
Absolutely, the should not be seen as "the experience center" for the company . . . is way more than post-sales service. ALL the functional areas across the company create
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ClearAction Jun 19
A3 Consistency of is the name of the game, regardless of journey phase or sophistication level. More important to design consistency across channels than to drive sophistication in one channel. Consistent data especially
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Brian Doyle Jun 19
A1: The most common call center CX issue I see is the reps not having the authority to do the right thing. Any issue of substance seems to need escalation.
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Annette Franz, CCXP Jun 19
Thank you to all of you for joining today. We always appreciate your valuable insights. Thanks for sharing!
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Jeremy Hyde Jun 19
Replying to @laurenqvolpe @SueDuris
With the good framework to understand how to make decisions and solve problems. Endless empowerment without sufficient context can create inconsistent experiences
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Stephanie Thum, CCXP Jun 19
Replying to @EJEngwall @clearaction
This is what I don't like about a lot of surveys in general. They don't really ask about the customer's experience based on their expectations, even in the most basic way. It's like the company has decided what your litmus test is for a positive experience.
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