Posts by category
Culture|Customer Experience|Emotional Intelligence
Posted: March 20, 2019
We spend 1/3rd of our entire lives at work, so it’s vital to be tuned into what you need to be happy and healthy there. What’s more, customer experience and customer service are difficult fields to work within. I’ve written before about the impact of emotional labour on call center employees, and the difficulties that come when call center work is stigmatised. Because of this,…
Read moreCustomer Experience|Emotional Intelligence|Learning & Training
Posted: March 11, 2019
The word ‘script’ can strike fear into the hearts of agents and managers alike. Nobody wants chat agents to sound robotic or to take away their freedom to express their personality and demonstrate their expertise. Having said that, your agents are the voice of your organization. Because of this, it’s important that your agents can speak appropriately to your customers, providing an experience that’s cohesive…
Read moreCulture|Emotional Intelligence|Team Building
Posted: March 4, 2019
As a contact center leader, you will know the importance of feedback to help your agents continuously learn and improve their work. Truly effective contact centers recognize that agent development should continue to occur even long after initial call center training, and that constructive feedback and coaching should be a part of the entire employee lifecycle. Many management development programs teach the basics of giving…
Read moreCustomer Experience|Emotional Intelligence|Technology
Posted: July 12, 2018
Here’s part 2 of my interview with Rapportboost.AI – you can access part 1 here. This time, we’re taking on the topic of emotional intelligence and discussing how technology can help in delivering emotionally intelligent customer interactions. As Augmented Intelligence transforms the workforce, emotional understanding is proving to be an essential component of brands’ interactions with their customers. After discussing live chat agent training in Part One of our…
Read moreCulture|Customer Experience|Emotional Intelligence
Posted: May 8, 2018
Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. What roles would they play? Would your agents make their screen debut as wise sages, imparting knowledge and truth to help spur your customers to a glorious conclusion in their customer service journey? Or would your agents be more like sword-wielding fighters, battling to defeat angry customer ogres before they…
Read moreCulture|Customer Experience|Emotional Intelligence|Team Building
Posted: March 2, 2018
Communication – We have an obligation to communicate.Respect – We treat others as we would like to be treated.Integrity – We work with customers and prospects openly, honestly, and sincerely.Excellence – We are satisfied with nothing less than the very best in everything we do. Do these corporate values sound familiar to you? Given that some 89% of companies have core values of some kind, it’s likely…
Read moreEmotional Intelligence|Learning & Training|Team Building
Posted: January 2, 2018
“Today is all about getting to know each other, building relationships, and finding out even more about the people you already know. It’s icebreaker time!” As my colleague announced the aims for the day to our newly hired team, the atmosphere in the room turned suddenly frosty. People shuffled in their seats and looked at their shoes. Our team was made up of mostly younger…
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