CX Global Media
NOVEMBER 19, 2018
Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations. few rated as exceptional contact center leaders are embracing the change.
Fonolo
NOVEMBER 17, 2020
After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Callminer
AUGUST 1, 2017
To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.
Calabrio
MAY 3, 2021
David Flores from GreenPath Financial Wellness is named a finalist in the 2021 ICMI Global Contact Center Awards for Best Contact Center Manager. But it was his time at Michigan State University that he credits with inspiring much of his contact center leadership style. That’s why I don’t micro-manage.
Customer Service Life
OCTOBER 13, 2020
I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great and the team has been receptive to the coaching. This exercise reminded me of the time when we started this blog back in 2012. Image by Daniel Reche from Pixabay. History lesson.
Playvox
OCTOBER 6, 2021
Gen Z (born between 1997 and 2012) 12% of 2025 workforce As digital natives, this generation uses social platforms to connect with others and to build their personal brands and businesses. Training, tools, and coaching are elements that each contact center agent needs, regardless of generation. ENJOYING THIS ARTICLE?
Balto
FEBRUARY 6, 2023
With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so.
Expert insights. Personalized for you.
233 
Let's personalize your content