CX Global Media
DECEMBER 4, 2018
But without supervisors being equipped to lead and support and direct and coach, all that training in the world for the frontline is not going to take hold.”. And it has very high strategic value to the customer experience and to your organizational performance. Beyond The Training Event. It’s a journey.
CX Global Media
JUNE 23, 2018
Jim Rembach : And I would dare to say based on what you just said that I’m interpreting strategic importance. And typically, it’s been where the contact center has been quiet kind of quiet about that strategic value and importance. Channels I think is going to become kind of a thing of the past.”
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Calabrio
MARCH 25, 2025
Meanwhile, 59% fail to provide ongoing coaching and support to help agents navigate AI-driven workflows. Despite empathy being the weakest agent skill, 64% of organizations arent prioritizing emotional intelligence or social interaction training. Its no surprise that 32% of leaders cite agent distrust in AI as a major issue.
TeamSupport
SEPTEMBER 14, 2020
In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.
TeamSupport
SEPTEMBER 16, 2020
In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.
Playvox
MARCH 19, 2024
Top Use Cases for Contact Center AI Improving Workforce Management and Engagement AI tools allow employees to reduce repetitive, routine tasks and focus on more strategic, value-added work, boosting productivity and job satisfaction. But it goes beyond enabling automation. Analyze more interactions and automate workloads for analysts.
Monet Software
MARCH 26, 2020
How are you using your quality program for scoring and coaching, and what will those features look like once in the cloud? Pro Tip: Your move to the cloud provides the perfect opportunity to reevaluate coaching best practices and recalibrate your coaching between managers.
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