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Displaying 10 of 16
Jan 19, 2024 | By Hellen Billingham
Why agent empowerment is key to achieving customer service excellence

Agent empowerment is vital to contact center success. Empowered agents deliver better service, stay longer, and improve the customer experience.

Nov 20, 2023 | By Kate Nasser, The People Skills Coach™, Author, Leading Morale
Essential Leadership People Skills Steps for Excellent Agent Experience & Morale

How you treat the agents matters! Use the following six essential people skills steps to engage agents and make their daily work experience full of meaning and importance to the business.

Mar 24, 2023 | By Nerys Corfield
Customer service 2023: The view from the frontline

As with any economic downturn, the current situation will have positive and negative impacts on how organizations manage and deliver customer service. Taking a step back and looking at overall operations – and how technology supports them – is vital for making the right decisions moving forward.

USA Oct 12, 2021 | By LarryE
Delivering Better Customer Experiences (CX)

For organizations to improve their overall customer experience (CX), they must focus on how they engage with their customers, by listening understanding, and acting on what customers are telling you, and by ensuring that you’re providing your staff (front-line, back-office, and support) with the tools they need act efficiently and effectively.

UK Sep 10, 2021 | By Helen Billingham
Is it too early to talk about The Grinch?

I’d like to talk about The Grinch. Whether it’s the character from the 2018 or 2000 movie or the 1957 book, we know him as the cynical and bad-tempered creature who can’t stand Christmas, tries to steal it and generally puts a dampener on all things jolly and festive.

USA Jul 29, 2021 | By LarryE
Mitigate Agent, Customer, Operational and Regulatory Risk

Using the right approach will enable your organization to mitigate risk, deliver better service, protect customers and agents, and ensure that all customer contacts result in positive outcomes.

USA Jul 7, 2021 | By LarryE
AI-Enabled Agent Assessment

Contact Center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy. How do you make sure?

USA Jun 24, 2021 | By LarryE
Video – See What You’ve Been Hearing

Integrating video will accelerate the transformation of your contact center into a powerful revenue generator.

UK Jun 4, 2021 | By Helen Billingham
Building a contact centre culture for hybrid success

Hybrid working also offers efficiency and productivity gains. There’s clearly the chance to right-size office space but contact centres can now also be more flexible.

UK May 21, 2021 | By Helen Billingham
Addressing the contact centre retention crisis
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