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Author: Guest

By Guest
in Customer Experience
on Sep 22, 2014

Customer Experience. It’s the Number-One Priority Driving Contact Center Workforce Optimization

(This is a guest blog authored by Spence Mallder, SVP, GM Workforce Optimization, CTO of Aspect Software, originally published on...

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By Guest
in Customer Experience
on Apr 10, 2014

The Fundamentals of Proactive Customer Care

 (This is a guest blog authored by John Amein, VP Product Development of Aspect Software, originally published on April 3, 2014.) At...

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By Guest
in Best Practices / Metrics
on Mar 13, 2014

Managing Your Workforce in Real-Time

(This is a guest blog authored by Spence Mallder, SVP, GM Workforce Optimization, CTO of Aspect Software, originally published on...

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By Guest
in Best Practices / Metrics
on Apr 25, 2013

A Flexible Scheduling Option to Improve Agent Satisfaction

Assurant’s average agent tenure is an astonishing three to five years, which is impressive for a call center environment. Nikki Gresham,...

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By Guest
in Corporate Culture
on Apr 17, 2013

3 Keys for Successfully Driving Change in the Contact Center [VIDEO]

When it comes to pushing for change in the contact center, it's all about enhancing the customer experience. Despite its...

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By Guest
in Corporate Culture
on Apr 12, 2013

3 Steps for Turning Around Agent Morale

Event 360 conducted teammate satisfaction surveys and Molly Fast’s newly inherited team ranked lowest on many of the questions such...

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By Guest
in Best Practices / Metrics
on Mar 29, 2013

A Creative Call Center Scheduling Tip to Boost Agent Morale [Video]

Nikki Gresham, Supervisor of Workforce Planning for Assurant Solutions, shares how she pushed agent morale to the highest levels the...

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By Guest
in Best Practices / Metrics
on Mar 19, 2013

4 Ways to Create Exceptional Customer Experience

Customer relationships are a lot like dating. At first, things can be a little awkward. You get to know each...

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By Guest
in Best Practices / Metrics
on Nov 27, 2012

Big Data. Big Deal?

A common theme that we pick up in every contact centre is that they track their KPIs. Assiduously. No, fanatically....

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By Guest
in Best Practices / Metrics
on Jul 23, 2012

Contact Center Workforce Management: Not an Option for Businesses Looking to Delight Customers

When was the last time you called a contact center seeking help with an issue, and you were quickly connected...

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