Smells Like NFTeen Spirit
Industry

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!!

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Rob Dwyer

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

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

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/

Industry
The Top 15 Contact Center Metrics You Should Know

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.

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Rob Dwyer
Industry
Why Average Handle Time Matters

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...

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Rob Dwyer
Industry
Are You Making These Post-Interaction Survey Mistakes?

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.

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Rob Dwyer
Industry
The Top 10 Dos and Don'ts for Contact Center Scripts

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.

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Rob Dwyer
Industry
3 Steps to Reduce Call Center Turnover Rate

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.

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Rob Dwyer
Inside Happitu
Release Notes: Scheduled Reports & Breaking Down By Disposition

Release Notes: Scheduled Reports & Breaking Down By Disposition

Our February product recap where we review Scheduled Reports, Interaction Cases and more.

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Robert Nolan
Contact Center How To
Why Virtual Y-Jacking is Better than Traditional Y-Jacking in NICE

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.

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Rob Dwyer
Industry
Domo arigato, Mr. Roboto

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?

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Rob Dwyer
Industry
Are you still there?!

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.

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Rob Dwyer
Customer Service
Green Eggs and Ham

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.

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Rob Dwyer
Company
Customer Experience at the Point of Contact

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.

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Shane Cook
Industry
Garbage In, Garbage Out

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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Shane Cook

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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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