CX Tuesday Monthly Digest, April 2019

Best practical advice from CX industry professionals at Forbes, ICMI, Contact Center Pipeline, Call Centre Helper and others. This month, learn about:

  • How upfront communication agreement helps prevent customers dissatisfaction
  • How to apply customer service principles to the distributor relationships, and why
  • Upcoming Webinar: “5 Tips to Attract Superstar Contact Center Employees”
  • Why AI-powered everything doesn’t always help customer service reality
  • How kindness and trust can bring your customer experience to a new level

CX Tuesday Header-850

The Upfront Agreement Of Future Communication

By Shep Hyken 

How many times have you wished you could be honest with someone about how you felt, but held back out of worry or fear of their reaction? This applies to both personal and professional relationships. Customers do the same thing; they keep quiet.


5 Customer Service Tips for Manufacturers on How to Support Your Distribution Channel

By Mike Aoki for LANtelligence

Most manufacturers do not sell directly to the public. Instead, they sell through wholesalers and retail channels to make a profit. Every inquiry from a distributor might affect thousands of sales, so it’s a good practice to apply some customer service principles to the distributor relationships.


Upcoming Webinar: “5 Tips to Attract Superstar Contact Center Employees”

Thursday, June 6 at 1:00 PM Eastern/10:00 AM Pacific

As the competition for top talent heats up, contact centers are struggling to attract the best people. Get the most up to date advice from experts in recruitment and talent retention. So, you get the best employees and keep them happy.


CX Pundits Vs. CX Practitioners: Real Life or Fantasy?

By Paul Stockford for Contact Center Pipeline

The reality of today’s customer service is often a far cry from the ideal customer experience promoted by industry experts. With AI-powered everything, customers should expect service today to be as easy as a walk in the park. But then, there’s that thing called reality.


Want World Class Customer Service? Add Kindness And Trust

By Larry Stuart for Forbes

In my almost four decades of work with iconic brands like The Walt Disney World Dolphin and Loews Hotels, I saw undeniable patterns. These organizations and others like them that we revere have, on purpose, baked in the ingredients of kindness and trust into their customer service process.