CX Global Media

JULY 12, 2019

In this session, I’ll talk through the journey my team took to reinvent this stalwart metric. For many, managing morale and employee engagement in a contact center is a complete mystery. She was awarded Volunteer of the Year from the High Point Chamber of Commerce in 2011 and 2013 for her work in her community.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Balto

OCTOBER 31, 2022

“Coach your agents on how to improve at their jobs, and provide specific feedback where possible. Proper coaching will help those that may be struggling, and will advance those that are already doing a good job. But knowledge retention isn’t the only metric worth looking at. Do you need to introduce more 1-on-1 coaching?

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Netomi

JANUARY 5, 2022

Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. Kate Nasser, The People Skills Coach and founder/president CAS, Inc.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Callminer

SEPTEMBER 5, 2017

With a unique blend of marketing and communications experience coupled with a background in behavioral and situational analysis, she brings metrics-driven results and the ability to focus sales and marketing efforts in a direction that offers the highest potential for long-term, sustainable growth. Who is coaching the coaches?

Call Center 140

Call Center call center software outsourcing Coaching 140