When sales teams get chatting about productivity, it’s usually all about how much time agents spend on money making tasks. Whether an agent is in a customer success or a sales role, fostering meaningful customer engagements is where true and tangible … [Continue reading] about How to Increase Sales Agent Productivity
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Unlocking Your Center’s Full Potential
Call centers know that a stellar customer experience (CX), whether it’s servicing customer issues or calling a potential buyer, is critical for generating positive outcomes. But too often, call centers take a narrow view of CX, neglecting how … [Continue reading] about Unlocking Your Center’s Full Potential
Lifting Agility
In today’s highly competitive and disruptive business environment, being agile is critical for success. Just ask Robin Gomez, who is Director of Customer Care Innovation for Radial. The company provides B2C retail eCommerce fulfillment solutions to … [Continue reading] about Lifting Agility
Orchestrating the Agent Experience
Just as a symphony’s harmony is only as strong as its weakest instrument, in a contact center, a customer’s satisfaction is intricately tied to the happiness of the least content contact center agent. Contact center agents are the frontline of the … [Continue reading] about Orchestrating the Agent Experience
Improve Productivity, Improve ROI
In an era of labor shortages and high wages, contact center managers have a compelling need to prioritize employee productivity. But in today’s contact center world, you can’t have a conversation about productivity without also discussing employee … [Continue reading] about Improve Productivity, Improve ROI
Why You Need an AI Competency Center
In today’s ultra-competitive business landscape, the most effective path to success requires surpassing your customers’ expectations every time. However, customer demands and desires constantly shift, especially amid big technology changes or … [Continue reading] about Why You Need an AI Competency Center
Yes, There’s an App For Mobile WFM
Creating a connected team has become more important recently for workforce management (WFM) professionals. With many companies shifting away from the traditional office environment, it has become more difficult than ever for WFM analysts and … [Continue reading] about Yes, There’s an App For Mobile WFM
Customer Experience
The idiom “rules of engagement” has its roots in military action. It has been applied to business when it comes to codes of conduct, performance standards, and expectations that are designed to facilitate collaboration and goal achievement. Speaking … [Continue reading] about Customer Experience
Contact Center Pipeline Magazine February 2024
Overcoming the Workforce Challenges Table of Contents, February 2024FEATURE ARTICLEOvercoming the Workforce ChallengesBy Brendan Read; Q&A with Dr. Debra BentsonHow managers can ensure having the right people at the right times.IDIOM … [Continue reading] about Contact Center Pipeline Magazine February 2024
Overcoming the Workforce Challenges
Contact center professionals are, in today’s New Normal, facing multiple challenges. Chief of which is ensuring they have the right, qualified people in the right quantity at the right time who are productively providing topnotch … [Continue reading] about Overcoming the Workforce Challenges