CX Tuesday Monthly Digest, July 2019

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

  • How to help contact center agents convert customer requests into sales
  • How the gig economy affects contact center recruiting process
  • Professional tips on putting customers on hold
  • Recording of the webinar with Jeanne Bliss and Mike Aoki
  • How increasing AI adoption impacts customer service


5 Tips to Help Electric and Natural Gas Contact Centers Convert More Inquiries into Sales

By Mike Aoki for LANtelligence

At energy reseller companies, most Agents have a requirement to convert inquiries into sales and cross-sell existing customers onto other products. While general sales skills are important, here are 5 tips specific to the energy re-selling industry.


On-Demand Is In Demand

By Susan Hash for Contact Center Pipeline

Say what you will about the gig economy, the concept holds high appeal for contact center agents who crave more control over their schedules.


CCTR Insider: Hold, please! 5 Steps For Happily Waiting Customers

By Andrew Gilliam for LANtelligence

The latest best-practices for knowledge management and increasingly aware artificial intelligence hold the promise of making time spent on hold a thing of the past. For now, particularly as the complexity of customer requests increases, a brief hold from time-to-time is a necessary evil.


Webinar Recording with Jeanne Bliss and Mike Aoki

CX Webinar 7-31-2019-1_thumbnail

Watch The Recording

AI’s Increasing Role In Customer Service

Kathleen Walch for Forbes

As AI is increasingly adopted, the potential impacts to customer service are announcing themselves in surprisingly useful ways.