Jason Ten-Pow
The numbers don’t lie: how contact center analytics can grow revenue
#CX #CustomerExperience #CallCenter #ContactCenter Since you’ve been reading our blog, you’ve probably noticed that we think data is a...
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Top Channels that deliver frictionless customer journey
Unlocking Unbreakable Brand Loyalty: The Secret to Effective Customer Support
In a world where customer expectations are sky-high, your brand's success...Read more.
Pivot or Perish: Why CX Teams Must Embrace Data-Driven Strategies Now
In the past year, economic turbulence has rattled the marketplace hard. ...Read more.
Jason Ten-Pow
Jul 18, 20234 min read
Getting to the heart of the matter: how VoC data can improve customer experience
#CX #CustomerExperience #ContactCenter #CallCenter Customer feedback surveys and focus groups have long been the standard in learning...
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Jason Ten-Pow
Jul 13, 20235 min read
Performance or Experience? What’s more important for a contact center to monitor?
The ones to watch: KPIs that maximize contact center efficiency. #CX #customerexperience #contactcenter #callcenter Customer service...
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Jason Ten-Pow
Jul 11, 20233 min read
Only 37% of contact centers feel they are using data-driven insights to their best advantage.
Unlocking contact center success with data-driven insights. #cx #customerexperience #contactcenters #callcenters Where would the modern...
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Jason Ten-Pow
Jul 6, 20233 min read
Why do we tell more people about bad customer service vs. good?
From operational to exceptional: how well-trained agents can attract new business #cx #contactcenter #customerexperience #callcenter...
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Jason Ten-Pow
Jul 5, 20234 min read
It’s time to consider AI-enabled technology as your contact center training partner.
Above and Beyond: how prioritizing a Culture of learning creates contact center success #AI #CX #customerexperience #callcenter...
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Jason Ten-Pow
Jun 29, 20234 min read
The secret to a positive workplace that encourages agent retention.
#CX #CustomerExperience #callcenter #contactcenter Treating your team right: how prioritizing a positive work environment can encourage...
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Jason Ten-Pow
Jun 27, 20235 min read
Training for CX success: how investing in agent training impacts customer service.
#cx #customerexperience #contactcenter #callcenter Much like a triple threat entertainer or athlete, the contact center agent who’s ace...
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Jason Ten-Pow
Jun 22, 20234 min read
Create commitment, consistency and satisfaction for your contact center’s agents, team and customers
The Teamwork that makes the dream work: how improving agent engagement strengthens CX. #cx #customerexperience #callcenter We’ve all...
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Jason Ten-Pow
Jun 20, 20233 min read
From old-timey switchboards to super-powered CRMs, contact centers have always embraced technology.
The best of both worlds: how tech and the human touch can optimize contact center CX performance. #CX #ContactCenter #CustomerExperience...
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Jason Ten-Pow
Jun 15, 20234 min read
The ripple effect of inconsistent service quality.
Call it the Amazon Effect, instant gratification, or maybe just plain old impatience. Thanks to the breakneck speed of internet growth...
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Jason Ten-Pow
Jun 13, 20234 min read
Does your contact center training reflect your brand’s goals? Because it should. Here’s why.
How to create consistent customer service. Maybe it’s happened to you: you call customer support, with the sinking feeling that your...
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Jason Ten-Pow
Jun 8, 20234 min read
Human-focused, AI-assisted contact centers prioritize empathy & efficiency. Here's why that matters.
How technology can improve agent retention. Considering the current discourse on the potentials and pitfalls of AI in society, it might...
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Jason Ten-Pow
Jun 6, 20235 min read
We’re just going to say it: your contact center’s KPIs are outdated. How to get back on track.
2023 has been a year of operational efficiency. Spurred on by the lasting repercussions of the pandemic, economic uncertainty and seismic...
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Jason Ten-Pow
Jun 1, 20233 min read
Building a Stable and Skilled Call Center Workforce: Strategies to Reduce Employee Turnover
When agent attrition has eclipsed customer satisfaction as the most important KPI for contact centers, how do you lessen its impact, or...
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Jason Ten-Pow
May 30, 20234 min read
The cost of high employee turnover in call centers
The cost of high employee turnover in call centers. Is agent turnover the new KPI for contact centers?
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Jason Ten-Pow
May 4, 20231 min read
How to design the best contact center survey
An effective contact center customer survey helps managers identify areas where the team excels while identifying areas for improvement....
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Jason Ten-Pow
May 4, 20231 min read
How to reduce the time it takes to resolve a contact center case.
Do you ever call a contact center for support and feel like you have to provide the same information multiple times to multiple agents? ...
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Jason Ten-Pow
May 4, 20231 min read
How the best contact centers successfully prevent customer defection.
The most successful contact centers have cracked the code on how to transform each customer interaction into a deeper customer...
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Jason Ten-Pow
May 4, 20231 min read
How to build a secret knowledge base that will maximize your contact center performance.
More and more, contact center managers are being frequently asked to report the ROI for customer satisfaction improvements from the...
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