Harnessing the Power of Data to Improve First Contact Resolution
It’s every Contact Center manager’s worst nightmare, the customer who repeatedly calls back because their issue has not been resolved to their satisfaction. When this
Our industry experts and thought leaders have extensive experience in the industries we serve, including telecom and media, healthcare, enterprise technology, financial services, energy, transportation and government.
It’s every Contact Center manager’s worst nightmare, the customer who repeatedly calls back because their issue has not been resolved to their satisfaction. When this
Providing excellent customer experience has become a critical factor for remaining competitive in most industries. Yet health insurance organizations have not been as successful in
I am often asked what the COVID-19 pandemic’s impact has been on my company and what I consider the key leadership learnings from the last
The COVID-19 pandemic shed light on and magnified the socio-economic discrepancies that exist in disadvantaged populations. People who are economically vulnerable and may have food,
Throughout my career, I have been lucky enough to have the support of a remarkable network. I have had excellent advisors and mentors and I
Empathy is a desirable trait for customer service associates; however, compassion takes empathy to the next level. While an empathetic associate will try to comfort
When solving business problems, it is advantageous to get varying expert opinions. Internal viewpoints are always helpful because they come from those who know the
Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Coaching contact center
Generation Z is driving new mobile phone behavior and expanding mobile phone usage by utilizing them for an increasing number of activities. There is also
When making important decisions, it’s important to differentiate between what you “can do” and what you “should” do. When that distinction isn’t clear, it’s often
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Let’s say you’ve already taken the necessary measures to move your contact center from good to great. You’ve adopted clearly defined and focused metrics, you
