Customer Experience News & Trends

4 customer questions you never saw coming — and the best ways to respond

One of the most predictable things about customers is that they’re unpredictable. Questions and requests will take you by surprise — some not as much as these classics.

5 most important things to watch when call monitoring

Call monitoring is most effective when supervisors look for and train to the right behaviors. Here’s where to focus.

3 qualities to focus on when interviewing for new agents

Find and hire the best candidate by focusing on these three qualities when interviewing potential agents.

7 fears that keep agents up at night

What keeps agents on edge at work and up at night? A new survey reveals employees’ worst fears.

4 easiest ways to kill morale in your contact center

Think you make work a great place for agents to be? Many managers are actually doing just the opposite, new research found.

Tell customers they aren’t right – without saying, ‘You’re wrong’

A customer is convinced she’s right, and you know she’s not. What now?

Top ways to increase first call resolution

Customer satisfaction will go up quickly and steadily if first call resolution increases. Here are the top ways you can do it.