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 […]
3
Dec
21
Nov
How Effective CRM Improves Call Center Results and Efficiency
Customer relationship management (CRM) software has become a staple in a vast number of organizations that have a heavy emphasis […]
7
Nov
How to Train and Develop Contact Center Agents
One key to ensuring stellar customer experiences is committing fully to agent development. From the first day on the job […]
31
Oct
Contact Center Rewards and Recognition
If you want to improve the experience of your customers, you must inspire your agents to perform in a way […]
22
Oct
Mastering the Art and Science of Workforce Management
You can help agents deliver stellar customer experiences by mastering the art and science of workforce management. The most successful […]
8
Oct
Put Your Metrics Where Your Mouth Is: Focus on Customer-Centric Measures
Agents are pivotal in captivating and retaining customers. But they can be so wrapped up in meeting their metric of […]