CSM Magazine

DECEMBER 15, 2022

Fostering a positive and empowered work culture can help improve employee morale and engagement, which can, in turn, improve the overall performance of your contact center and your customers’ experience. Since the pandemic, customers have had higher expectations than ever. Understand customers’ emotional loyalty.

Contact Center 52

Contact Center Customer emotions Quality management Morale 52

Avaya

JUNE 18, 2018

It is forcing organizations around the world to change the way they record, process, archive, and protect customer personal data. GDPR applies to any organization within and outside the EU that offers goods and services to customers or businesses in the EU.

Quality management 40

Quality management Analytics Coaching Contact Center 40

Enghouse Interactive

APRIL 30, 2021

Reduced friction/conflict in the workplace – lowering employee grievances and staff turnover. Builds stronger relationships with customers, thus increasing sales and retention. Improved personal physical and mental health. Understanding the importance of EI. Building EI in your team and culture.

Analytics 55

Analytics Customer emotions Employee engagement Chatbots 55