5 Good Coaching Frameworks to Drive Better Employee Engagement
In the fast-paced, customer-centric world of contact centers, a key driver of success is employee engagement. Engaged employees are more productive, provide better customer service,
In the fast-paced, customer-centric world of contact centers, a key driver of success is employee engagement. Engaged employees are more productive, provide better customer service,
Customers are now demanding that their interactions with your brand be not only customized, but accurate. Close, but not too close. Learn why.
Customers are now demanding that their interactions with your brand be not only customized, but accurate. Close, but not too close. Learn why.
In Part 3: Leslie O’Flahaven talks about how AI will impact how agents communicate with customers and the impact it will have on CX scores.
People, Process & Technology – and the Intersection of AI: Part 2
Operational excellence and personal excellence share many similar characteristics and principles. Both fundamentally revolve around continuous improvement, focused goals, and discipline. And neither can be
A traditional contact center quality program typically includes a team of experts evaluating frontline associates and business performance through varying customer contact channels such as
When Quality programs measure agent performance, it is tempting to create “check the box” procedures that are very uncompromising. The rationale is that this creates
In May 2018, the White House administration signed a piece of bi-partisan legislation that rolled back banking regulations passed in response to the 2008 financial
Recent research reveals that 81% of businesses strive for the customer experience to be their competitive differentiator, yet only 22% of businesses report that they
At its core, Workforce Management (WFM) ensures your business’s understanding of its staffing needs—who’s doing what, what needs doing, how long does it take to
Consider your experiences as a consumer. Have you ever been so aggravated by a company that you’re ready to switch to their competition because they