CX Global Media

OCTOBER 22, 2018

For many, managing morale and employee engagement in a contact center is a complete mystery. Regardless of how lost you feel now, join Joachim “Joe” Rogers, Senior Director of Customer Care Center for Coca-Cola Bottling Co. Attend and learn how to get and keep employees engaged and wanting to work for you.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Digital channels now account for 42% of all contact center interactions. What you can do: Establish an omnichannel strategy.

Benchmark 40

Benchmark Contact Center Banking Accountability 40

SharpenCX

JUNE 23, 2021

But, your contact center KPIs are an important piece of creating a happy team and happy customers. Plus, you need a high-performing, empowered contact center. But, don’t feel burdened to track the dozens of KPIs in your contact center. Active Contact Resolution. Metrics aren’t everything.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

SharpenCX

JULY 21, 2021

As of 2016, Marriott International created the world’s largest hotel company. >> Download Now: Build your Customer Experience Strategy Using the Data Living in your Contact Center. They invest in training and development and give employees opportunities to grow with the company instead of having to leave to find growth.

Personalization 137

Personalization Customer Experience Surveys Employee engagement 137