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Author: Matt McConnell

By Matt McConnell
in Best Practices / Metrics
on Mar 18, 2014

7 Game-Winners for Your Agent Coaching Playbook

As a call center manager, working one-on-one with your agents can be the most productivity-enhancing tool at your disposal. Call...

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By Matt McConnell
in Customer Experience
on Mar 10, 2014

4 Key Issues for Healthcare Services Call Centers as They Enter the Age of the Consumer

Few industries have undergone as much radical change in the past decade as healthcare. The healthcare industry is growing amid...

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By Matt McConnell
in Best Practices / Metrics
on Feb 27, 2014

Multi-sourcing is Good for Customers – But is it Good for Agent Performance?

In an effort to provide better customer service, contact centers have added more channels of communication. But how do channels...

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By Matt McConnell
in Best Practices / Metrics
on Feb 17, 2014

Customer Experience: Nurturing Your Customer Ecosystem

You need to make sure that your customer’s end-to-end journey, their customer experience, is seamless as they move from one...

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By Matt McConnell
in Workforce Infrastructure
on Jan 21, 2014

Contact Centers Help Recoup Mind-Share and Wallet-Share in Financial Services

Focusing on improving profitability and competitive positioning is critical in financial services in response to dynamic market and regulatory conditions....

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By Matt McConnell
in Workforce Infrastructure
on Jan 16, 2014

What’s the Dis-Service Level in your Multi-Channel Contact Center?

Do you have a multi-channel workforce? Is it effective? When in the business of serving customers, the most important question...

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By Matt McConnell
in Customer Experience
on Jan 2, 2014

Customer Experience : Are there gaps in your customer journey?

Great customer experience improves customer loyalty, customer referrals, the desire to purchase again and even stock price. So how can...

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By Matt McConnell
in Workforce Infrastructure
on Dec 10, 2013

The Rewards and Pitfalls of Customer Experience

In our recent webinar,  No More Lip Service: Customer Experience in the Age of the Customer, guest speaker Kerry Bodine...

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By Matt McConnell
in Workforce Infrastructure
on Dec 3, 2013

What the heck is customer experience exactly?

In our recent webinar,  No More Lip Service: Customer Experience in the Age of the Customer, guest speaker Kerry Bodine...

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By Matt McConnell
in Workforce Infrastructure
on Nov 26, 2013

The Age of the Customer

Is customer experience your company’s top focus? Are you really sure? It does not matter how successful your company has...

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