CX Global Media

DECEMBER 4, 2018

The question came to me after I heard the answer from Penny Reynolds, a long-time and award-winning contact center trainer, during her web training seminar titled: How Do Your Call Center Supervisors Measure Up? Contact center agent training is not a once and done activity. How to Build a Contact Center Dream Team.

Contact Center 240

Contact Center Coaching Strategic Value Education 240

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Strategies in Optimizing Call Center Customer Support for Increased Revenue. Establishing a Customer-First Mindset without Sacrificing Efficiency.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

CX Global Media

JUNE 23, 2018

Jim Rembach : And I would dare to say based on what you just said that I’m interpreting strategic importance. And typically, it’s been where the contact center has been quiet kind of quiet about that strategic value and importance. Channels I think is going to become kind of a thing of the past.”

Contact Center 195

Contact Center Customer centricity Self service Strategic Value 195

Playvox

MARCH 19, 2024

AI enables customer service organizations to: Perform routine, simple tasks that are usually done by a human, improving productivity Automate basic requests that improve customer experiences Enable the workforce to efficiently handle more complex requests Contact center leaders tend to leverage AI for task automation as the low-hanging fruit.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74