CX Tuesday Monthly Digest, May 2019

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

  • Why it is important to follow up with the survey respondents individually
  • How speech analytics is changing the customer service landscape
  • Best practices for customer experience in the healthcare industry
  • Why AI is creating the challenge of attracting the right employees
  • Human experience in contact center applies to both customers and employees

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Mixed Messages: Your Feedback Is Important, But We Don’t Have Time To Listen

By Andrew Gilliam for Tin Cans & String 

Many surveys conclude by telling customers that the company cannot respond to each customer individually. Customers are often directed to contact the company in another way, if they’re experiencing a problem that requires assistance.


Speech Analytics in 2019 and Beyond: With Change Comes Opportunity

By Claire Bakken for Contact Center Pipeline

If you don’t know the specifics behind the metrics and the conversations going on within your company, it’s hard to make a quality plan to move your goal forward in the most effective way possible.


CX Best Practices for Health Care Industry

By Mike Aoki for LANtelligence

In addition to actual medical attention, patients and their families often deal with booking appointments, getting specialist referral visits and reporting billing errors. That leads to understandable patient frustration.


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With a Big Focus on AI Comes Challenge of Attracting The Right Employees

Interview with Jeff Doran

AI is going to be a big area of focus in the coming years. But with that, comes the challenge of attracting, training and retaining the right profile employees who will be successful in a fast moving, automated work environment. At the end of the day, technology doesn’t work unless people are using it properly.


Commit to a Great HUMAN Experience!

Interview with Sangeeta Bhatnagar

As an industry veteran and a chair of GTACC (Greater Toronto Area Contact Center Association), Sangeeta advocates for Human Experience First approach whether it applies to your customers or your employees.