You can’t move Customer Satisfaction without moving Agent Satisfaction — and the data explains just how direct the link is. According to a Gartner survey, 86% of CX executives believe Employee Experience (EX) is the most important factor in delivering Customer Experience (CX).

Everyone in the contact center wants to deliver a great customer experience. Unfortunately, after many years of industry focus, it is not being achieved uniformly. Many centers deliver sub-optimal results and struggle with their Customer Experience (CX) initiatives.

Onboarding a new employee is a rite of passage. We all go through it several times throughout our career. Personally, I’ve experienced pretty much every onboarding experience across the spectrum. From, “here’s your desk, good luck,” to a very thorough multi-day training. There’s a balance of course, onboarding from the point of view of the new hire is incredibly overwhelming. You’re dropped into a foreign environment and tasked with learning people, process, systems and culture as fast as humanly possible. From the point of view of your organization, there is an incredible opportunity when you’re onboarding a new employee. It’s a time when they are not yet incumbered by the day to day operation of your team.

Digital transformation and the gig economy have made remote work common across the globe—the contact center industry was no different! In fact, due to the huge array of digital interaction channels, virtual assistants, and more, the contact center field is even better positioned for remote work.

Beginning as a small Italian company founded just after World War II, Amplifon has expanded worldwide to become the global leader in the retail hearing care market today. Because its customers are largely older and less inclined to be digital, the 9,000 owner and temporary shops—and its contact centers—are its primary retail channels and sources of revenue.

There is a lot of information out there about speech analytics and how it can benefit contact centers, but what is it exactly and what value does it bring to the customer experience? In simple terms, speech analytics provides one view into the voice of the customer. It lets you “listen” to EVERY call – and analyze EVERY call. Sounds better than having to take a sampling and hoping you get the right ones to give you a full perspective, right? Now you no longer need to rely on managers to manually evaluate calls to identify performance improvement opportunities. And you get near real time insights from customers that gives you an understanding of how you can improve specific interactions.

Optimization is one of those buzzy words that gets thrown around a lot in the contact center industry. According to the all-knowing Merriam-Webster, optimization is the “act, process, or methodology of making something as fully perfect, functional, or effective as possible.” So to state the obvious – workforce optimization from a software perspective are those solutions that directly improve and upscale the productivity, efficiency and quality output of your agents.