WHAT MAKES FOR A HAPPY TEAM?
Keeping agent morale high has always been one of the biggest challenges faced by contact center operators. Historically, agent churn makes it difficult for most
Keeping agent morale high has always been one of the biggest challenges faced by contact center operators. Historically, agent churn makes it difficult for most
We live in the age of “right now.” Customers and executives alike demand to see instant results, whether that be immediate connection to an agent,
So much happened in the tech space in 2016, especially in regards to what innovative technology means for customers. We saw the promise of AI
‘Tis the season! As the holidays are winding down, we begin to look ahead to what 2017 has to offer. We might have received all
It’s not just our own expectations that count. While it’s great to set standards for ourselves and for our businesses, there’s really only one set
Answering this critical question will not only aid companies in determining when customers are leaving, but how they can stop the exodus. Here are the most common reasons customers are
As the capabilities of contact center technology grow, more features and platforms are guided by skill based routing, and for good cause. Through skill based routing,
We all know the stats. You know, the ones about how much cheaper it is to keep existing customers than acquire new ones? According to HubSpot,
Those of us in the business of business partnerships have seen our world change dramatically over the past few years. As the age of customer
Last week, I had the pleasure of attending the Dreamforce conference, the massive extravaganza hosted by Salesforce in San Francisco. There were many exciting new
Sales people. Agents. Marketers. Executives. What do they all have in common? They all work for your company. All of our businesses are made up
Are you ready for the shift? Artificial intelligence, machine learning, and natural language understanding are changing the nature of customer interactions. We’ve already seen technology
Actions speak louder than words. But in the social media age, words can be pretty loud. Platforms like Facebook, Twitter, LinkedIn, etc. have given more
What is a partner? A lot of people have a vague idea of what it means, but the little details that make a working relationship
“Thank you for contacting customer service, can you hold please?” It is a modern marvel that we still have this scenario occurring today. With our
Many a think-piece has been written about millennials. Who are they? What motivates them? Why are their jeans so tight? We seem to be getting
I’m always listening to music. At work, in the car, at the gym, right now, even. So, as you can imagine, I was intrigued when
In one of the most hilarious viral videos of the past few weeks, Silicon Valley star Thomas Middleditch was cast in an avant-garde sci-fi movie. Not just avant-garde in
