Balto
JUNE 3, 2022
Social events are one of the easiest ways to give agents a sense of community at work, but the number of contact centers that host social activities has fallen by more than 25% since 2015. If they say they feel ill equipped to succeed because they receive little coaching, set new coaching targets for managers.
Balto
FEBRUARY 6, 2023
When I worked in service roles, I had a script, and I knew what I had to do to have a successful social interaction with a customer. This helped me build confidence through a body of evidence — you use your script correctly as a waitress and you get a dopamine hit in the form of a tip.
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Fonolo
NOVEMBER 17, 2020
To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Call Center Trends 2015. This year mobile apps will be a $55.7
Enghouse Interactive
APRIL 28, 2019
As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.
Enghouse Interactive
MAY 21, 2019
As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.
CX Journey
NOVEMBER 3, 2015
appeared on their blog on May 21, 2015. Image courtesy of hattie.burgher I originally wrote today's post for Intradiem.It When we empower employees, does that impact their productivity? Employee empowerment is one of those phrases that often causes people to groan. Is it just another piece of employee lingo or a catch phrase?
JustCall
APRIL 12, 2023
Founded in 2015, Gong is a popular sales intelligence software that provides deep insights into deal progress, pipeline, and market trends. They include live agent assistance, script compliance alert, moment analysis, data migration support, and 24/7 live chat. However, post-pandemic many Gong competitors have come to the fore.
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