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Contact Center Executive Priorities for 2018

CX Global Media

Coaching is the #1 agent experience focus for 2018. At least it is as stated in CCW’s Executive Report Contact Center Priorities for 2018. I am thrilled to see the importance of people development being a lead focus for 2018. Contact Center Executive Priorities for 2018 – Click to Tweet. Please Share.

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8 Vital Lessons from an Award-winning Supervisor

CX Global Media

Adriana Thompson – Contact Center Supervisor of the Year 2018. The unfortunate industry standard has been that an immense burden is placed on individual supervisors to find their own way to success – quickly.” – Click to Tweet. How to become a better leader when the path to success is not so visibly clear.

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NPS Benchmarks for 2018: How Do You Compare?

AskNicely

Surprisingly 54% of growth-oriented companies still don’t use Net Promoter Score – despite being the industry standard metric for measuring customer happiness. The post NPS Benchmarks for 2018: How Do You Compare? Adoption of NPS. Get real data on why you should be actioning NPS and how your program compares to others.

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Join Fonolo at SOCAP’s Re-Imagine Customer Care Conference

Fonolo

Summer may be over, but the sun is rising on a busy 2018 fall trade show season. Fonolo has many events on the horizon, but is especially excited to be a first-time exhibitor at SOCAP’s Re-Imagine Customer Care Conference , October 21-24, 2018, at the Grand America Hotel in Salt Lake City, Utah. What’s Inside: SLAs in Nutshell.

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What’s Holding Back the Contact Center Industry?

Fonolo

As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. Meeting the Industry Standard of Service Level. Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. Call Center 101: The Golden Rules of SLAs.

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5 things we love about Talkdesk

Talkdesk

Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018. Talkdesk is an enterprise cloud contact center as a service (CCaaS) solution provider empowering companies to deliver customer experience excellence and top-notch quality of service (QoS).

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The Undead: AI Can’t Die Because its Definition Keeps Changing

Fonolo

It could be that 2018 was the last stop before the runaway train to the AI singularity. Or it could be that 2018 is where ASR and NLP became mundane and machine vision really hit primetime. Meeting the Industry Standard of Service Level. And then, maybe … things get quiet for a while. What’s Inside: SLAs in Nutshell.