News & Insight

Category: Blog
Bad Actors: Ditch the script to Win the No-Win Conversation Your contact center’s engagement specialists are armed with scenarios and appropriate responses. They’ve practiced and role-played these empathetic scripts to a tee. Given all of this, you’ve been unable to move the needle on NPS and CSAT scores. You may have a contact center full of bad actors. Are you willing to ditch the script? Read More
Safe Harbor in the Storm of No-Win Calls: Self-help technology meets human communication science in the contact center Self-help service has reduced resolution costs for contact centers; most customers simply want to solve technical problems on their own. But if they can’t, your engagement specialists are met with fury by those ‘no-win’ calls entering the contact center. These calls require human contact, mixed with a little communication science. Read More
The Top 7 Drivers of NPS: Why they matter in today’s rapidly evolving contact center environment Inbound customer issues in today’s contact centers are complex. With rapidly evolving customer self-help technology, engagement specialists (agents) rarely respond to simple or routine inquiries. Brands are scrambling to keep their specialists (agents) technically savvy for customer issue resolution while keeping NPS scores high. What drivers contribute to higher NPS scores and how do you provide your frontline with the skills to differentiate? Read More
The Dialogue Model: Turn breakdowns into brand building while doubling NPS Your client’s billing platform has a glitch impacting thousands of customers. Calls are flooding into the contact center and you’ve just learned that the glitch won’t be fixed for 48 hours. You’re thinking to yourself, It will take weeks to bring our NPS scores back to normal. But, what if nightmare scenarios like this are actually opportunities to turn breakdowns into brand building? Read More
Engaging for disaster: Ditch metrics-driven engagement for higher NPS scores Since its creation in 2003, the Net Promoter Score (NPS) has asserted itself as a better predictor of brand performance than customer satisfaction. Most contact centers view NPS as a key indicator of performance, creating metrics-driven engagement in the center. But, are metrics-driven contact centers, striving for high NPS scores, really engaging for disaster? Read More
Designing your contact center for greatness: How communication design increases performance impact Great design lives in infamy and in our imaginations. Take for example the Barcelona Chair (1929), the Sydney Opera House (1973) and the iconic iPhone (2007), which has changed the way we communicate and manage our lives. Great design has impact. So why can’t contact centers be designed for impact and greatness? Does a great customer experience have to exist only in our imaginations? Read More