Beyond Morale
OCTOBER 16, 2012
Do you ever find yourself looking to various sports for examples that you can use to improve employee engagement? Have you ever stopped to ask why there are coaches and teams that are consistently at the top? Have you wondered why these programs produce leaders that go to create other winning teams? I find myself looking to emulate great coaches (leaders) all of the time.
TASKE Technology
OCTOBER 10, 2012
In a previous post , we talked about how to motivate agents by creating an environment where they can focus on higher-value work. One great way to do this is to provide your customers with more self-service options. As well as offloading tedious work for your agents, self-service options can improve customer satisfaction and contact center operations, which in turn, supports your organization’s contribution to higher-level business objectives.
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Customer Interactions
OCTOBER 18, 2012
'Last week I had the distinct pleasure and honor of attending, and speaking at, the premiere conference on urban security and municipal surveillance, Secured Cities, in Philadelphia. Philadelphia Mayor Michael Nutter gave an inspiring keynote on how safety and security contribute to the prosperous development of cities, in particular Philadelphia. I later joined Maureen Rush, Vice President Public Safety for the University of Pennsylvania on a campus tour where we got an up close look at the Uni
Brad Cleveland Blog
OCTOBER 9, 2012
Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding. Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding.
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Customer Interactions
OCTOBER 4, 2012
'Today, many companies are turning to cloud-based computing to increase their capacity and capabilities, or to add services on demand, without the downside of expensive infrastructure costs and higher support staff headcount. While companies are embracing the cloud in record numbers, for the most part, Public Safety agencies have historically shied away from hosted solutions that put control in the hands of outside entities.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Brad Cleveland Blog
OCTOBER 9, 2012
Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding. Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding.
Customer Interactions
OCTOBER 25, 2012
'If you’ve never been to Security Essen, it’s quite the experience. By far one of the largest trade fairs for security technology in the world, the event is a global security microcosm, attracting over 39,000 attendees from 115 countries. Security Essen takes place every two years. Prior to this year, my last trip to Security Essen was back in 2008.
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