Evolution of Contact Center Scripts
Posted on September 28, 2022 in AHT • Best Practices • Call Center Consulting • Call Center Management • Call Center Performance • Contact Center Technology • Contact Centre Ops • Customer Experience • Customer Mirrors • Help Desk • Quality • Quality Assurance • Training
Tags: #callcenter• #contactcenter• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• scripting
By Colin Taylor [This post was adapted from a webinar that Colin Taylor delivered for Customer Contact Central on September 8, 2022. You can see the replay here while available: https://www.customercontactcentral.com/frs/22041151/top-industry-secrets-for-successful-contact-center-scripting/email] There has been a continuous evolution in scripting since we were taping printed copies onto cubicle walls. There are primarily 4 different types of […]Read more
Who owns the customer experience anyway?
Posted on March 10, 2020 in Customer Experience • Customer Experience Metrics • Customer Satisfaction • Customer service audit • Customer Support • CXi • Help Desk • Sales • Service Level
Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #Cx• Contact Center Strategy
By Patricia Ballantyne Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. You can also obtain a CCXP (Certified Customer Experience Professional) certification, which recognizes professional credentials and expertise in […]Read more
Self-Service in the age of AI
Posted on February 12, 2020 in AI • Artificial Intelligence • Call Center Tools • Chat • Contact Center • Contact Center Technology • Customer Experience • Help Desk • IVR
Tags: #artificialintelligence• #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• AI• artificial intelligence• Colin Taylor• Customer Experience• Customer Service Consulting• Self Service• WFM
By Colin Taylor Self-service has been employed for more than 30 years to allow customers to serve themselves. This has been a mixed blessing, while many of us value the time savings versus waiting endlessly in a queue for the answer to a simple question and to gain a single piece of information, we all […]Read more
The Help or Helpless Desk?
Posted on November 29, 2010 in Contact Centre Ops • Help Desk • News • Opportunity • People management • Research
Tags: Call Center Consulting• Contact Center Consulting• Help Desk• Operational Management
A new study, “Help Desk Efficiency Report 2010,” from 1E, a software/services company found a remarkable number dysfunctions in the Help Desk of the 1,000 plus IT professionals who participated in the study. These challenges include: * 44% of users feel that ordering software from their Help Desk is inefficient and time consuming, * 2/3 […]Read more