Call Center Weekly
SEPTEMBER 13, 2018
Workforce Management drives CX A biker friend of mine recommended a book to me called “Freedom” written by Sonny Barger – yes “that” Sonny Barger – a founding member and former Oakland Chapter President of the Hell’s Angels. It took me about six miles, in one session, on the treadmill to read the book filled with Sonny’s rules for life.
Contact Center Geek
SEPTEMBER 10, 2021
So, my first answer to that question is to get involved with a regional contact center association. In many parts of the US and Canada, there are amazing regional contact center associations. So many, that I’m sure it can seem a little overwhelming at first.
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The Northridge Group
OCTOBER 20, 2021
In the early days of customer contact centers, associates might typically have found that 50 out of 100 incoming calls could be easily resolved with a few simple steps. In a “digital first” customer service environment, associates should expect simple calls to be scarce.
HGS
JULY 12, 2017
In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and Best Use of Self-Service Technology at the 2017 Contact Center World Awards. “We At HGS, our core focus is to provide the best customer experience with design thinking methodology for our clients.
The Northridge Group
NOVEMBER 4, 2021
Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their managers, who must continually strike a balance between associate development and sustained business outcomes. Recalibrating the team on current vs. desired future state performance.
NICE inContact
MAY 1, 2019
Sitel partners with its clients to build brand loyalty and customer satisfaction with innovative, end-to-end solutions for enhancing the customer experience, and its contact center associates deliver more than 2.5 million customer experiences every day! Read more about this collaboration.
Call Center Weekly
NOVEMBER 9, 2017
By Mike Aoki I recently had a conversation with Brad Sellors, Managing Director at InfiniteKM , regarding knowledge management systems (KMS), consistency and compliance. Why is the issue of compliance important for contact centers? Contact centers need to provide accurate information to their customers.
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