effective-reporting 
CCNG
FEBRUARY 7, 2024
This blog series will address the relationship between chronic stress, organizational success and sustainability, and why strengthening human resilience is the most effective strategy for strengthening individual, organizational and societal sustainability. and Canada reporting rates of 52% [1]. Leadership fatigue and burnout is Real.
ShepHyken
FEBRUARY 12, 2024
Employees who feel supported and equipped to handle their roles effectively are better positioned to deliver exceptional service. Venk brought up a concept known as the Ikea Effect. When offering self-service options, provide clear, frustration-free instructions to empower customers to resolve their own issues.
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Beyond Philosophy
SEPTEMBER 17, 2020
Townsend researches visual processing and visual design’s effect on customer behavior. In one of Townsend’s early papers, she analyzed the hyper-rational financial disclosures, i.e., annual reports to investors, to find evidence of esthetics’ effect on behavior.
CCNG
JANUARY 17, 2024
What’s concerning is that Gallup's 2023 State of the Global Workplace Report and other recent studies report that a staggering 69% of employees in the U.S. and Canada are not actively engaged or are actively disengaged at work, despite these best efforts by contact center leaders.
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The Open CCaaS Advantage is Verint’s new research report which explores where first generation CCaaS platforms fall short when trying to deliver exceptional CX. The customer engagement challenges facing organizations have changed – so a new approach is needed.
CCNG
JULY 19, 2023
Drawing from my 15 years of experience in consulting and training Workforce Optimization (WFO) teams, I’ve discovered that crafting a forecast that yields effective outcomes is a fundamental challenge when implementing Workforce Management (WFM) into the back office. Trust me, the rewards are well worth the investment.
Comm100
MARCH 28, 2018
The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. Reports help managers to gauge the team’s performance and make improvements to service. This blog post details some of the practical aspects you’ll need to consider when building a reporting system for your team.
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This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019. A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
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Download the report to learn how executives can find and use VoC data to make more informed business decisions. A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data.
Speaker: Rosetta Carrington Lue, CEO, RCL Customer Experience Solutions, LLC
According to Gallup data, only 33% of employees reported they are engaged at work. The importance of effective communication in the workplace. Low engagement can be caused by several factors including lack of recognition by managers, poor company communication and not being aligned with the mission of the company.
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Read the report to find out what was uncovered. To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies.
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