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Category: Corporate Culture

By Shep Hyken
in Best Practices / Metrics
on Apr 3, 2014

Employee/Agent Engagement is the Key to Working Harder and Caring More

More than 2,300 years ago Aristotle said, “Pleasure in the job puts perfection in the work.” If this were written...

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By Flavio Martins
in Corporate Culture
on Mar 25, 2014

Using Social Media to Drive an Exceptional Customer Experience

You probably know by now that connecting with customers on a personal level through social media is beneficial to your...

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By Matt McConnell
in Corporate Culture
on Mar 24, 2014

Create Loyal Customers ‘On the Fly’ With a Real-Time Workforce

(This blog post first appeared on WIRED Innovation Insights on March 10, 2014.) In today’s market, the ongoing customer experience a...

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By Greg Levin
in Best Practices / Metrics
on Sep 5, 2013

5 Ways to Build Agent Camaraderie (and Tackle Attrition) in the Contact Center

When you spend 90% of your workday alone inside a cubicle tethered to a workstation handling an endless stream of...

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By Melissa Kovacevic
in Corporate Culture
on Jul 9, 2013

Your Call is Important to Us…Well, Not Really…

Customer waiting is inevitable.  Customers wait in line at the grocery store.  Customers wait in queue for their call to...

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By tdye
in Best Practices / Metrics
on Jun 27, 2013

6 Drivers for Improving First Call Resolution

You only need to look at some recent research to understand the current excitement and buzz about first call resolution....

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By Melissa Kovacevic
in Corporate Culture
on Jun 18, 2013

Uncovering the Real Reason Your Agent Is Failing

Our quality coaches may be focusing on specific skills without truly understanding what is motivating the agent to improve or...

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By Flavio Martins
in Corporate Culture
on May 21, 2013

Take Daily Action to Improve Customer Service Experiences

Do you ever notice how employees usually start a job, coming into their first day of work bright-eyed and enthusiastic? ...

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By Flavio Martins
in Corporate Culture
on Apr 18, 2013

Re-Thinking How to Incentivize Top Service Talent in the Call Center

Customer service in the call center today is a rapidly changing landscape. More and more companies are figuring out that...

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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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