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Taylor Reach Group
SEPTEMBER 3, 2021
After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. The employee revolving door is something to which most contact center leaders are accustomed. by JD Fairweather.
Help Scout
AUGUST 22, 2023
A well-designed contact page helps visitors get in touch with you and reflects your brand's commitment to customer service. Here we explore the best contact us page examples along with best practices for creating an engaging and effective contact page for your website. Read the full article
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Taylor Reach Group
NOVEMBER 26, 2019
Combating the High Agent Turnover Crippling US Contact Centers. For contact centers, an industry known for its high attrition rate, high employee turnover can impact not just team morale and productivity, but customer acquisition and retention as well. Being in the contact center business has never been harder.
Contact Center Pipeline
APRIL 11, 2019
Many companies have elevated CX to the top of the priority list, and along with it, the contact center. To build a customer experience that will meet those expectations, organizations need to “know them better,” “help them faster,” and “wow them everywhere.” Top organizations are integrating new tools and […].
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Popular customer experience metrics include engagement, Net Promoter Score®, first contact resolution, and retention. Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators. What do these metrics have in common?
Aspect
OCTOBER 15, 2019
That means it’s time for apple picking, pumpkin carving and the 15 th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange, October 27 – 30, 2019 in Huntington Beach, California. Don’t miss your chance to join us. Use code asp500 to save $500 off your registration fee. Fall is in the air.
24-7 InTouch
OCTOBER 8, 2019
At a time where technology is changing at a rapid rate, the future becomes nearly impossible to accurately predict. The reality is that these technological advances have resulted in major changes to both customer and employee experience.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
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Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it. What does it take to engage agents in this customer-centric era?
Speaker: Robert Bradshaw, President, Got/IT
For too long, contact centers have been unable to continuously and precisely value the true cost of decisions across each contact channel and team in a way that is actionable, understood by everyone from C-level to agent, and manageable. How to learn the true cost of decisions before committing.
Speaker: Jim Rembach, President of Call Center Coach
Keeping up with constantly changing contact center technologies, economic issues, business issues, and personnel issues requires you to become skilled in a wide range of areas. The most important journey to your contact center (and no, it's not the customer journey). The 6 biggest changes you must make for contact center success.
Speaker: Brian Morin & Helena Chen from SmartAction
Join us for this candid webinar as we discuss the impact of machine automation through the lens of history and what’s both different and similar this time around as it relates to the contact center. Key takeaways: Understand the nature of the 4th industrial revolution & the connection to contact centers.
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