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

At Calabrio, we like to stay ahead of the curve so we can meet our customers where they want to be tomorrow, instead of where they were yesterday. 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.

Benchmark 40

Benchmark Contact Center Banking Accountability 40

SharpenCX

JULY 21, 2021

As of 2016, Marriott International created the world’s largest hotel company. From the start of the brand to now, Marriott excels in customer service. Most importantly, they meet the needs of customers to deliver a seamless experience. customer expectations and delight customers with every interaction.

Personalization 137

Personalization Customer Experience Surveys Employee engagement 137

SharpenCX

JUNE 23, 2021

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. Call center KPIs give insight into your agents’ interactions with customers. Often, customers will hang up before even reaching an agent.

Contact Center 101

Contact Center Abandon rate Management Metrics 101