CX Strategy Nice inContact

Tips and Techniques for Coaching Success

Coaching must be a back-and-forth dialogue between the supervisor and agent to come up with a solution.

People Development

Collaboration Just Might Be Your Silver Bullet

One good option for real-time communication in the CC is a “Help” queue.

Technology Unified Communications

Cautious Optimism… Taking Ownership of Communication

We are now in a social environment in which conversation has morphed into text messages, social media postings, photos and “emojis.”

People Development

Gonna Take a Sentimental Journey

More than discovering what customers are talking about, sentiment analysis lets users know how the customer feels.

Technology Software Platforms

An Interview with Randal Hiester, Health First

We will do whatever it takes to get people the information, audits and training to make them successful.

Operations Service Delivery