People

Learning from the Customers

Learning from the Customers

by: Brendan Read

Companies should focus on the total experience.

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Learning from the Customers

Learning from the Customers Companies should focus on the total experience. Current Issue Strategy Customer Experience People

How to Deliver a Healthy Patient Customer Experience

How to Deliver a Healthy Patient Customer Experience Why the direct-to-patient, fully remote contact center is the right course of treatment. Current Issue People Technology Artificial Intelligence

How to Win Agents’ Minds and Hearts

How to Win Agents’ Minds and Hearts Hint: it takes prioritizing the employee experience. Current Issue Strategy People

Taking the VoC Road

Taking the VoC Road Heeding the guideposts to customer success. Current Issue Strategy Customer Experience People

Hungry for Praise

Hungry for Praise Building a culture of praise and recognition. Strategy Culture People Development Recognition Remote Work Operations

Keeping Retail on the Road

Keeping Retail on the Road Personalization and agent empowerment can steer the CX in the right direction. People Workplace Environment Technology Artificial Intelligence

Using Data to Improve Performance

Using Data to Improve Performance How data can be used effectively in coaching and training. People Performance Management Technology

Voicing Excellent CX

Voicing Excellent CX How voice data empowers agents to help customers. People

Contact Center Leadership Tunnel Vision

Contact Center Leadership Tunnel Vision Don't blur the big picture. Strategy People Development

How to Write for Your Audience(s)

How to Write for Your Audience(s) Tips for communicating successfully with both executives and agents. Operations People

Flying Through the Turbulence

Flying Through the Turbulence How contact centers can get through the stiff CX-impacting staffing and Gen Z winds. People Hiring Development Culture Technology Self-Service Artificial Intelligence

Messaging the Improved Agent Experience

Messaging the Improved Agent Experience Why and how mobile messaging can help agents: and customers. People Technology

Social(izing) the Experience

Social(izing) the Experience How social channel use can improve the customer and agent experience. People Technology Artificial Intelligence

Contact Center Leadership

Contact Center Leadership Developing a Strategic Game Plan. Strategy Vision - Mission - Values People

Hearing Changes in the Customer Voice

Hearing Changes in the Customer Voice Feedback methods, communications changes, regulations are shaping VoC, QM. People Technology

A Deep-Dive into WFM: The Forecast Algorithm

A Deep-Dive into WFM: The Forecast Algorithm The map for a functioning WFM plan in the contact center. Operations Workforce Management People

Contact Center Pipeline Current Issue

CURRENT ISSUE: November 2023

Learning from the Customers

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