How to Recruit and Retain Contact Center Talent
Not too long ago, if a customer encountered an issue, their options for getting it resolved were much more limited: calling customer service, visiting a
Not too long ago, if a customer encountered an issue, their options for getting it resolved were much more limited: calling customer service, visiting a
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
“Thank you for calling. Please listen carefully because our menu has recently changed.” We’ve all heard this greeting, but most callers aren’t aware that it’s
In today’s technology-obsessed world, making life simpler, faster, and more seamless is a priority for both businesses and individuals trying to keep up with an
As the growth of technology and artificial intelligence permeate the workplace, few can deny the obvious benefits of computer-driven analytics. Computers can data crunch millions
Industry leading organizations usually have one common goal – to provide the best service experience to their customers. Technology is undoubtedly a critical component of
Imagine being at this critical contact center moment. A customer calls the contact center, upset by a problem and looking for answers. The agent is
The customer experience landscape is shifting. Self-service options such as apps and websites are making it easier for customers to resolve basic account inquiries and
Market conditions and customer expectations are constantly evolving, exposing gaps and creating opportunities for customer experience improvement. With the proliferation of new contact channels, digital
Digital technology is quickly changing the game for how companies and consumers interact with one another, setting a precedent for quick, convenient and easily accessible
In my previous post, I explained the importance of creating a Customer Journey Map (CJM) and outlined the first three phases of the process – research,
You might be asking yourself, “What is a Customer Journey Map?” A Customer Journey Map (CJM) is a powerful process that tracks a customer’s experience,