Tag: call center

Enough with the big survey event! If you’re looking to improve employee engagement (and who isn’t, these days?), a simple annual questionnaire doesn’t cut...

This week over 400 attendees made their way to Gillette Stadium, in Foxborough, Massachusetts, home of the National Football League’s New England Patriots, to...

In today’s customer experience era, the impact of a committed, people-focused culture is undeniable. Top customer-centric brands typically attribute much of their success to...

A few universal truths guide contact centers, and one is that everyone seeks “efficiency and effectiveness.” Efficiency includes timely responses and (relatively) short contact...

Capitalism loves consolidation, and credit unions are no exception. Callahan & Associates’ creditunion.com reports there were 1,121 credit union mergers in the past five...

Customers are tired of being treated like numbers. They’re aware of how much of their information and feedback is being collected, and now consumers...

Gen Z is known as the fastest-growing workforce in America right now. And although many employers might feel daunted by the influx of new...

Cautious optimism is defined as “a feeling of general confidence regarding a situation and/or its outcome coupled with a readiness for possible difficulties or...

Transformation is happening in the market today. Transformation driven by the growing consumer preference for digital interactions using smartphones, tablets or computers. Transformation that...

We are seeing record numbers of low unemployment rates—the lowest in the past 50 years. Given the fact that contact centers, by their nature,...

May is generally an event-loaded month for the industry. It’s also a time when blog readership spikes. This month, we saw a great deal...

Improving service quality and performance is a never-ending quest for contact centers. The quality management process, once mostly carried out post-call for management and...