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Suppliers share their story, in their own words, about how their products and services can help you accomplish your objectives.
Emotion is ‘a complex reaction pattern, involving experiential, behavioral and physiological elements.’
Strategy Customer Experience
The key to all voice interactions is to reflect positivity and optimism by using words and phrases that build, not break.
People Performance Management
In honor of International Women’s Day, Mike Aoki interviews 5 industry executives who share their early leadership challenges, achievements and advice.
A results-focused CX leader knows the way forward should be mapped out in advance. Goals and roles should be clear. The performance framework should be systematic and measurable.
The current pay structure in many contact centers encourages minimum performance and the accumulation of increased pay through tenure not merit.
Social care has forced companies to learn to take their customers’ perspective as-is, without pushing back.
The study found that the number of channels agents are balancing is the second most common stressor (67%), just behind the amount of paid time off they receive (75%).
Technology Artificial Intelligence White Papers
Not everybody is ready to face themselves and to move beyond the things that got them incarcerated in the first place. But many people are, and Televerde gives them that chance.