Contact Center Solutions Are a Bridge between Agents and Customers
It's call center management's job to ensure that agents have the right tools to service customers in a way that delights those customers. Without updated contact center solutions, extending - 02/16/2017
Seeing Beyond the Customer Loyalty Illusion
Traditional customer loyalty programs are costing organizations significantly more and delivering significantly less than they used to. With 78 percent of U.S. consumers retracting loyalty at profit-crushing rates, and 54 percent switching providers … - 02/15/2017
AI, CX, Emotional Intelligence & Love
There's a lot of talk about emotional intelligence in customer service these days. And now artificial intelligence can help businesses better understand the emotional state of their customers and prospects. - 02/14/2017
Forecasting is a Critical Element of Workforce Management
Many workforce management solutions today specialize in creating accurate forecasts. Buyers of WFM solutions should ensure that any tool they're evaluating has the capability to compile and analyze historical data, for starters. But there's a lot mor… - 02/13/2017
Five Must-Have Sales Management Tools
Top-notch sales execution is critical to maintaining an edge in today's highly competitive business environment. Consequently, sales leaders' No. 1 priority is to elevate performance in their organizations, while driving their teams to increase produ… - 02/09/2017
Workforce Management Delivers Value Where It Counts Most
With WFM, the appropriate data is automatically collected and delivered so you always know how you're doing. Being able to track metrics is an important element of workforce management. - 02/07/2017
Improving Productivity and Efficiency in the Contact Center
Efficiency and productivity are the two most important elements of successful call center management. Neither will be easy to maintain: no red light flashes on when the quality of the customer experience begins taking a nosedive. - 02/06/2017
Contact Center Agents are the Biggest Influencers of All
Without supporting technologies such as workforce management, updated and easy-to-find databases of information, easy-to-navigate desktops and the power to really solve problems (instead of read scripts), agents won't be able to make a great impressi… - 02/01/2017
The Changing Role of the HR Department
The human resources (HR) department is set to undergo some big changes in 2017, driven by worker demands, a globalized workforce and technology advances. - 01/31/2017
Tech in the Workplace: Millennials or Baby Boomers?
Managing the workforce is no easy task. Then add to it the fact that millennials and baby boomers are butting heads in their work environments, and WFM becomes even trickier. The answer? Find middle ground. - 01/26/2017
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