CX Global Media
JULY 11, 2019
The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents. Playbook and Planner.
Customer Service Life
NOVEMBER 13, 2018
I’ve written much in the past about the importance of listening to the voice of the customer and relaying these insights to the rest of the business — and I believe firmly that this is a huge responsibility and opportunity for the contact center. The contact center shouldn’t run and hide when this happens.
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OctopusTech
AUGUST 10, 2022
Call center outsourcing companies are opting for upgraded technologies that come under the latest call center technology trends. Let’s have an in-depth look at the meaning of call center technology and the most important and exciting trends that are used in 2022. What is call center technology?
TeleDirect
JUNE 2, 2021
While many call center managers and contact center coordinators look to improve client-contact representative communication – and that’s certainly a proven way to enhance customer service – another method involves boosting call center rep morale. But what’s the best way to get there?
Babelforce
DECEMBER 2, 2021
Some will argue the moral case of providing better experiences. However, customer journey maps help break down the CX labyrinth and allow CX teams to zoom-into customer lifecycles and touchpoints. By collaborating with the relevant departments, CX teams can remove frictions and simplify customer journeys.
Customer Guru
AUGUST 8, 2018
He is a Certified Emotional Intelligence Practitioner, Certified Contact Center Auditor, and is a CX Expert Emeritus for the Customer Experience Professionals Association (CXPA). He is also CEO and founder of Beyond Morale, a customer experience consultancy firm. Jim Rembach is a reputed Adviser, Speaker and Thought Leader.
Netomi
JANUARY 5, 2022
His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.
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