Smells Like NFTeen Spirit
Ownership in the world of NFTs is murky at best. I'm not even entirely sure what I own given that the photo can be copied, shared, and even turned into another NFT that someone else owns. Luckily, demonstrating ownership in the context of a contact center is much simpler!!
Next in Queue
Next in Queue will introduce you to people in and around the Contact Center and CX industries who share their stories and expertise.
Podcast Ep 34 Stacey Pryce
Dealing with anxiety on the phone, how a friend who interned for Wendy Williams led to a podcast with meaning, and the importance of “why” are just a few of the topics I discussed with Stacey Pryce, Founder of PryceUp Coaching. Connect with her on LinkedIn https://www.linkedin.com/in/pryceup/, Twitter @quality_theory and @PryceOnPurpose, and check out Pryce on Purpose https://podcasts.apple.com/us/podcast/pryce-on-purpose/id1035548140 Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
Podcast Ep 33 Chad Molen
Lessons from working in an airplane plant, learning service experience lessons from studying other companies, and what character he is from Office Space are just a few of the topics I discussed with Chad Molen, Service Delivery Manager of NIMBL. Connect with him on LinkedIn https://www.linkedin.com/in/chadmolen/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
The Top 15 Contact Center Metrics You Should Know
Here are 15 top contact center metrics, what they mean, and why you need to know them.
Why Average Handle Time Matters
Spoiler alert - Average Handle Time targets aren't about money - they're about customer experience. And here's why this metric is so important...
Are You Making These Post-Interaction Survey Mistakes?
Customer feedback is critical to understanding how you’re performing and how you can improve. But how you implement a system of feedback is critical to its success.
The Top 10 Dos and Don'ts for Contact Center Scripts
The word "script" in the context of a contact center is often considered a dirty word, but when done correctly, it can be an effective tool.
3 Steps to Reduce Call Center Turnover Rate
High agent turnover is one of the biggest problems facing call centers today and has a dramatic effect on not only the bottom line but the quality of service call centers are able to offer.
Release Notes: Scheduled Reports & Breaking Down By Disposition
Our February product recap where we review Scheduled Reports, Interaction Cases and more.
Why Virtual Y-Jacking is Better than Traditional Y-Jacking in NICE
Reap the benefits of direct observation while eliminating these shortcomings with Virtual Y-Jacking.
Domo arigato, Mr. Roboto
AI is answering phone calls for dinner reservations, but does its defining characteristic (being artificial) become a restriction when it comes to understanding a customer's request?
Are you still there?!
"Hold music" is a way to let one side of the conversation know that the call is still connected while they wait and an effective way for Agents to focus on the customer's issue. Proper hold technique is easy to master and contains only 3 elements.
Green Eggs and Ham
Not only did Dr. Seuss win a $50 bet that he could not write a book with only 50 words, he wrote one of the more enduring children’s books of all time – Green Eggs and Ham. This “simple” book is full of lessons that are worth revisiting.
Customer Experience at the Point of Contact
The digital experience for the customer is well defined. How about the agent’s experience? Elevating the playing field for the agent allows the organization to anticipate and exceed customer expectations.
Garbage In, Garbage Out
Empower your contact center leaders with an easy to use system that encourages creativity and exploration. Allow your experts to define the outputs and necessary inputs that deliver meaningful insight.
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Ownership in the world of NFTs is murky at best. I'm not even entirely sure what I own given that the photo can be copied, shared, and even turned into another NFT that someone else owns. Luckily, demonstrating ownership in the context of a contact center is much simpler!!
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