CCNG
MAY 27, 2021
Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. A consultant can be a sounding board for ideas.
Beyond Philosophy
MAY 25, 2022
The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. However, the contact center should have been valued.
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CX Global Media
JANUARY 15, 2019
Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory. In more than twenty years in the contact center industry, improving agent performance has always been a major focus.
Beyond Philosophy
NOVEMBER 6, 2017
Contact centers are often the communications lifeblood of a business. After all, even though everyone in the company is technically responsible for delivering a great customer experience, those people who come into direct contact with your current and potential clients are the ones who have the most real effect.
Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC
Engagement integrates their personal goals into their work so they not only bring the quality the contact center requires, but each person feels cared about and cared for in the process — like customers require. Best practices for leaders in the contact center to truly get to know their employees and gain mutual trust.
CCNG
MARCH 21, 2025
No, the real kicker is that the very structure of contact center work is engineeredalmost comicallyto induce maximum misery. Here are three undeniable signs that your call center might be a problem: 1) Does everyone in the contact center get an ankle monitor? But all the attention, money, and shiny new toys?
CCNG
NOVEMBER 9, 2021
Hosted contact center software offerings continue to grow in number and sophistication, while legacy players rush to transform their products accordingly. There are many incredible case studies of AI positively transforming the contact center. CRM has long been in the cloud.
Speaker: Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, 8x8
Join this re-released conversation with Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization for 8x8, to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer (..)
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