How Jackson National Life’s contact center responded to the challenges.
How Jackson National Life’s contact center responded to the challenges.
Gamification in the contact center industry is rapidly evolving from a nice-to-have to a must-have.
Gamification is a powerful tool in motivating workforces and breathing life into the disconnected, remote atmosphere created by WFH models.
Are your agents “surface acting” their way toward emotional exhaustion and burnout?
When frontline employees use deep acting to interact with customers, absenteeism and turnover are reduced.
10 strategies and tools to deliver efficient and effective virtual training.
Injecting more than the usual amount of knowledge checks into the middle of presentations helps to keep the class engaged and makes learning a two-way exchange of information.
Customer care leaders weigh in on celebrating Customer Service Week in the Year of COVID.
Even now, 2020 continues to be a series of challenges—and perhaps no group has faced and met more than frontline employees engaged in customer service.