CX Global Media

SEPTEMBER 10, 2018

Contact centers are built on processes and systems that need to be managed and led. Because of the rapid pace of work and unforgiving workloads that come, they need to be effective and high-caliber, including employee engagement. Especially when you talk about a discipline such as the contact center.

Employee engagement 185

Employee engagement CCNG Contact Center Education 185

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.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

TechSee

APRIL 10, 2019

Oftentimes, the best business cases are those that both increase customer satisfaction and cut costs by reducing contact center enquiries or technician dispatches. BT has taken this opportunity seriously, instituting a company-wide customer-centric culture. Vodafone – Visual engagement. Boost revenues?

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

Customers That Stick

JANUARY 15, 2015

We look forward to meeting more interesting professionals like them in 2015! Meet Jeannie Walters! – She has been helping companies improve retention, employee engagement, digital experience and social customer care for more than 15 years. If you have a story to share, let us know.

Customer Experience 104

Customer Experience Employee engagement Banking Customer retention 104

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Is the performance of employees consistent across time? Tweet Why is this announcement so important?

Gamification 45

Gamification Management Analytics Metrics 45

Netomi

JANUARY 5, 2022

Dan doesn’t just talk about customer experience; his fast-paced, energetic presentation style creates an experience for the audience that they’ll surely remember. . Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media , a host of the Experience This!

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98