We’ve seen customers creatively step up to the challenges of this unique year—engaging their workforce and delivering on customer service expectations. We’re proud to share that one of these innovators has been recognized by the Society of Workforce Planning Professionals as a top-notch contact center leader. Three cheers to Aaron Jacobs of GE Appliances! Here’s […]

There is no shortage of tools on the market that can help drive new QM efficiencies into the call center. But without the right strategy and a deep understanding of the business goals to be served by the program, these tools will often fall short of their intended objectives. Before a call center can achieve […]

Call center technology is evolving rapidly. With each advancement, emerging strategies promise to push quality management to the next level—delivering new value to the call center and across the entire enterprise. Here are five trends that are changing the way QM is delivered—and revealing new ways organizations can capitalize to create better outcomes for their [...]

In my first three “CX Training” blogs, I explained how cloud is the catalyst for better overall education in the contact center because it promotes better, more effective new-hire curriculum and fosters better real-time coaching and continual development. In this last blog of the series, I dig deeper into how cloud better prepares teams for […]

In my last “CX Training” blog, I explained how cloud-based contact center and training technologies help brands better retain the loyalty of increasingly fickle customers because they enable an entirely new realm of new-hire training and coaching possibilities. Cloud-based apps also, however, drive an increasingly rich array of benefits for the real-time coaching and continual […]

As the COVID-19 crisis accelerated the digital transformation timeline across the business world, one estimate suggests we collectively crammed 5.3 years of digital transformation activity into the first half of 2020. Contact centers grew more critical to business success as organizations relied on them to nurture customer relationships through fluctuating service levels and an evolving […]

In my first blog of this “CX Training” series, I asserted that organizations still relying upon on-prem contact center and training technologies will be ill-equipped to capture, nurture and retain the loyalty of today’s pandemic-weary consumers. Cloud-based contact center and training apps, on the other hand, significantly enhance and expand what’s possible when it comes […]

When the Enterprise Research Centre surveyed 1,000 companies across the UK, the results were enlightening and somewhat heartening.  While many firms saw their turnover fall by 42% and employment levels drop by 30%, others managed to grow despite COVID-19. Surprisingly a fifth (21%) of respondents saw positive impacts of the pandemic with 17% citing the […]