I'm thrilled to join my #BusinessBestie Beck Roemen and the team at Avtex as a Senior Consultant for #ContactCenter & #CX! We're already having fun, as you can see. 😆

I am honored to know many of the ICMI Top 50 Thought Leaders, and happy to see so many new names on this list of #ContactCenter experts! Be sure to check out the list and give them a follow: icmi.com/resources/2021…

I’m back! 👋🏻 The #CXQOTD for Feb 10th: “When does an employee’s experience start & end with an org?” Ben Motteram 🇦🇺 Stacy Sherman ~ #DoingCXRight @customerisfirst Jenny Dempsey @sherikendall Jeremy Hyde Sean B Hawkins

Company: "We have chat bots!" Customer: *yawn* Focus on the #CustomerExperience rather than the tools.

THE DREAM #customerservice #cx

Jeremy Watkin Justin Robbins Patrick Russell @scott_saas @sherikendall Sean B Hawkins Andrew Gilliam Jeremy Hyde @gibsonlearning LeslieO Debra Bentson DBA Neal Topf @thatcxguytweets #CXQOTD DO: Add messaging to the phone system with the impact & inform customers what's being done - be transparent! DO: Bring in additional staff to help & signal all hands on deck! DO: Be supportive & bring in lunch! DON'T: Run around, panic & scream the sky is falling!

Jeremy Watkin Jacob Shields Justin Robbins Patrick Russell @scott_saas @sherikendall Sean B Hawkins Andrew Gilliam Jeremy Hyde @gibsonlearning LeslieO Neal Topf @thatcxguytweets Do execute the plans you made before things went off the rails - ID root cause, give callers a sit rep so they can choose to wait or not, add trained staff to help. Do not burn your team out with OT, revoke time off, or forget that calls are answered one at a time. #cx #cxqotd

Sound familiar? Andrew Gilliam recommends re-aligning with help from The Service Culture Handbook, by Jeff Toister #CCExpo #ICMIExpo #ContactCenter #CallCenter

"Confidence is in short supply right now. Anywhere you can build certainty back into the environment will be reassuring and helpful for your agents." - Andrew Gilliam #ICMIExpo #CCExpo #ContactCenter #CallCenter

To eliminate agent stress, Andrew Gilliam recommends questioning your metrics. ✔️Are they strategically aligned? ✔️Can agents control them? ✔️Do they encourage the right thing? ✔️Is your coaching effective? #ICMIExpo #CCExpo #ContactCenter #CallCenter

The Southwest Airlines gate agent at FLL B8 for WN2788 went above and beyond by thanking each customer by name. Personalization doesn’t have to be hard. #CustomerExperience #CustServ #CX #CustomerService

Today’s #CXQOTD: May 12th ✨ “Why is trust important in customer work?” Jeannie Walters Jeanne Bliss Debra Bentson DBA Stephanie Thum, PhD, CCXP @sherikendall Nick Glimsdahl 🎙️ @kayejchapman Randy Ksar @DebbieSzumylo Debra Bentson DBA Justin Robbins Andrew Gilliam Beth Gauthier-Jenkin @esmancuso Ben Motteram 🇦🇺 @CustomerIsFirst

On June 18th, Customer Experience whiz Andrew Gilliam is sharing the ins and outs of quality management best practices. To learn how to serve your employees and customers better than ever, register now for the free online event👇 ow.ly/NElM50F4Uyq

6/21 #CXQOTD: “What is the cost of a poor new hire onboarding experience?” Share your thoughts! Andrew Gilliam @kayejchapman @sherikendall @dbeaumont266 Dave Dyson Stacy Sherman ~ #DoingCXRight Ben Motteram 🇦🇺 Jeremy Hyde Jenny Dempsey @DebbieSzumylo Russel Lolacher - Relationships at Work Podcast Mathew Patterson

Jeremy Watkin @cx_scott ✵Nicholas Zeisler Justin Robbins Luís Melo CX Guy 🙋🏻‍♂️ Luiz Roberto TaraBull NTI@Home—Jobs for Disabled Americans Andrew Gilliam Neal Dlin Neal Topf Aileen Day, CCXP 🤘 Zachary Jellson Steve DiGioia Jacob Shields Amanda Dingus Rick Denton “Omnichannel orchestration” It’s too nebulous, and the phrasing grossly simplifies an exceptionally complex transformational process. It sounds fancy and cool, but what does it really mean, ya know? #CXQOTD

Jeremy Watkin @cx_scott ✵Nicholas Zeisler Justin Robbins Luís Melo CX Guy 🙋🏻‍♂️ Luiz Roberto TaraBull NTI@Home—Jobs for Disabled Americans Murphy Fraser Andrew Gilliam Neal Dlin Neal Topf Aileen Day, CCXP 🤘 Zachary Jellson Steve DiGioia Amanda Dingus Rick Denton Self service, call deflection...I mean the list can really go on and on (pretty sure Steve DiGioia nailed the key ones!). Self service is good, but if someone's calling - quit trying to deflect the call back to it! #cxqotd

I'm proud to be a Featured Contributor to @thinkHDI again and share my first article of 2022! This one is all about making problem ownership a #team effort. #CX #EX #IT #ITSM #ESM #CustomerService andytg.com/go/3