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. While many jobs come with a fair amount of stress, few
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
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
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
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
One of the most important responsibilities of a CEO is ensuring that the next generation of leaders is prepared to take over the reins of
2020 is surely a year for the record books. The COVID-19 pandemic drastically altered our lives in ways we had never imagined. Many businesses were
