CX Central Articles - Page 65 of 71 - Expert tips, insight, ideas and data!

How important are call centre agent soft skills?

March 5, 2015 Last Updated: November 8, 2021
Justin

Why call centre agent soft skills are critical in providing an exceptional customer experience and tips on how to measure soft skills in your QA process.

Customer experience competence

February 23, 2015 Last Updated: November 25, 2019
Justin

With call centre interactions becoming more and more complex the challenge of customer experience competence has never been greater.

Poor Leadership Behaviours

February 20, 2015 Last Updated: January 4, 2020
Jen Roberts

No one deliberately sets out to be bad leader, yet these poor leadership behaviours are all to common. Find out what they are and how to correct them.

8 reasons why my Sportsbet customer service failed

February 17, 2015 Last Updated: December 27, 2019
Justin Tippett

Here are 8 reasons why my Sportsbet customer experience was a complete failure along with 8 tips all businesses could use to improve their CX.

How to motivate employees at work

February 12, 2015 Last Updated: November 25, 2019
Justin

We reveal how to motivate employees and create genuine engagement in your workplace with 11 great tips that don’t even cost a fortune to implement!

How Leaders Build Teams

February 11, 2015 Last Updated: July 15, 2020
Robert Shimonski

The secret behind how leaders build teams – use this checklist to check if you are using the five key behaviours required to be a great leader at work.

The difference between customer service and customer experience

Customer Experience: its just another term for Customer Service… isnt it?

February 9, 2015 Last Updated: December 16, 2023
Rebecca Wilson

The difference between customer service and customer experience is a lot more than just one word. We’ve got a quick explanation to clear it all up.

The hidden costs of call centre hold time

February 8, 2015 Last Updated: August 10, 2021
Chris Lawson

With human labour accounting for ~70% of call centre costs, reducing call centre hold time will decrease costs and improve the CX for your customers.

Why the traditional KPI model no longer works

Why the traditional KPI model does not work

February 5, 2015 Last Updated: June 18, 2021
Justin

The traditional KPI model of linking rewards to performance can be fraught with danger, especially in a call centre if the KPIs aren’t set correctly.

The demise of the corporate call centre

February 4, 2015 Last Updated: October 21, 2020
Don Peppers

Is it game over for the corporate call centre? The demise of the corporate call centre may arrive soon than you think. As technology advances and speed and ease of access become increasingly important to our customers, which elements of

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