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Category: Workforce Infrastructure

By Jeannie Walters
in Best Practices / Metrics
on Dec 1, 2016

3 Ways to Improve Cx by Seeking the Outside-In Viewpoint

Understanding how to improve the customer experience from the inside out is one thing. Trying to attain the outside-in perspective...

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By Jeannie Walters
in Best Practices / Metrics
on Nov 17, 2016

3 Challenges to Improve CX from the Inside Out

There are ways to change the experience for your customers and employees alike for the better. There are even plenty...

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By Jim Tincher
in Agent Engagement
on Nov 2, 2016

Don’t Forget to Map the Employee Journey

Last month I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we...

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By Kyle Antcliff
in Innovation
on Oct 31, 2016

Workforce Management Moves to the Forefront

I had the pleasure of attending a Forefront event in Dallas this fall. Forefront is a growing community of contact...

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By Jim Tincher
in Best Practices / Metrics
on Oct 25, 2016

Help Your B2B Clients, Help Yourself

As a B2B company, you have a great opportunity to see the big picture that is hidden from your clients....

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By Kyle Antcliff
in Best Practices / Metrics
on Oct 13, 2016

5 Ways to Create a Seamless Omnichannel Experience with Intraday Automation

The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand...

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By Melissa Kovacevic
in Agent Engagement
on Sep 29, 2016

Proactive New Hire Training and Coaching = Engaged Agents

We know that coaching offers many benefits for our experienced agents so we design coaching programs for on-going employee development...

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By Jeannie Walters
in Best Practices / Metrics
on Sep 23, 2016

Are You Viewing the Experience Through the Lens of the Customer?

Whenever we deal with customers, we are asking our brains to do a lot. We are trying to see things...

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By Jim Tincher
in Best Practices / Metrics
on Aug 3, 2016

Educating Your Team? Start with Yourself

Your people make the difference. Of course you know that. It's probably in posters all throughout your call centers, your...

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By Melissa Kovacevic
in Agent Engagement
on May 19, 2016

Why Operations VPs Need To Encourage Internal Customer Service Excellence

Recently I had a support team manager tell me that she had received feedback from a VP in the operations...

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