International Women’s Day: A Closer Look at Some of the Women Who Drive NRG
To increase customer retention rates and reduce churn, you can transform your call center into a loyalty center. Use these four tactics to improve brand loyalty.
To increase customer retention rates and reduce churn, you can transform your call center into a loyalty center. Use these four tactics to improve brand loyalty.
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
Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and
This article was originally published on Contact Center Pipeline and can be viewed here. How well-executed outbound customer contacts can deliver excellent CXs. Providing excellent
This article was originally published on Contact Center Pipeline and can be viewed here. While many jobs come with a fair amount of stress, few
This article was originally published on Contact Center Pipeline and can be viewed here. Customer needs, current and future labor shortages, and WFH demand savvier
Each year, as Thanksgiving approaches, my thoughts turn to the people in my life for whom I am grateful. As always, I am grateful for
Business models are not static, they are ever-evolving. Telecommunication companies, for example, are in a constant state of transformation as they attempt to stay ahead
Data is everywhere. In today’s age it is now possible to collect charts and graphs and metrics for almost everything we do. But what happens
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
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
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
