The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand […]
We know that coaching offers many benefits for our experienced agents so we design coaching programs for on-going employee development […]
Whenever we deal with customers, we are asking our brains to do a lot. We are trying to see things […]
Recently I had a support team manager tell me that she had received feedback from a VP in the operations […]
Today’s financial services contact centers face many challenges when it comes to delivering an exceptional customer experience. In addition to […]
In the past 40 years of working with contact centers, I’ve seen a lot of change. The technology in today’s […]