ByNikki Quinn
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Contact centers have changed drastically in recent years. The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In addition, new online channels have emerged to help companies serve customers in an increasingly digital landscape. New ways to improve customer retention and loyalty, as well as increase the…
ByNikki Quinn
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The requirement to provide a better customer experience while improving productivity and controlling costs is paramount in contact centers at the best of times. During a recession, it could be the difference between survival and failure. Workforce management (WFM) continues to be one of the most important contact center productivity tools. By optimizing the use…
ByNikki Quinn
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Service standards help to establish positive and effective interactions between a customer and a business. For example, in a restaurant, customers expect a level of promptness, friendliness, service-mindedness, and food-oriented knowledge. Service quality is as important to a business as the taste of the food coming from the kitchen. No matter what kind of restaurant…
ByNikki Quinn
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Are your employees excited to come to work each and every day? Or are they disengaged, disinterested, and lacking motivation? Employee engagement is one of the most challenging aspects to master in the contact center. That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale. One…
ByNikki Quinn
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Is gamification the right choice for your contact center? Are your employees excited to come to work each and every morning? Or are they disengaged, disinterested, and lack motivation or drive? Employee engagement is one of the most challenging aspects to master in the contact center. That’s why many organizations are putting increased emphasis on…
ByNikki Quinn
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Teamwork, sharing knowledge and best practices feed company culture. According to a white paper from the UNC Kenan-Flagler Business School, when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability. With widespread collaboration, employees are more likely engaged in their work, and embracing challenges that…
ByNikki Quinn
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Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. In fact, research shows that culture plays a bigger role than salary and perks.
ByNikki Quinn
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In a world where customer experience is a key to business success, contact center agents play an important role as brand ambassadors of your organization. By the time a customer reaches an agent, they’ve likely tried all self-service options and want someone who can talk with them, understand their problem, and quickly resolve it.