diversity

Embrace Tenure Diversity in Your Contact Center

Share:

Contact centers should be comprised of new agents as well as agents with experience in the role. Embracing tenure diversity in the contact center provides new opportunities on all fronts, for new agents as well as those hitting anniversary milestones. Benefits of long-tenured employees From the outside, we often have the inclination to make false […]

Read
interactions

Expanded Interactions.edu Agenda Just Announced – More Chances to Learn

Share:

Due to popular demand, we’ve expanded the Interactions.edu agenda and added select sessions to repeat on Thursday, May 17, giving you more chances to experience the powerful and immersive sessions with an extra day of learning. As part of the Premium Pass, Interactions.edu sessions are structured to help you boost your knowledge, reach higher productivity and […]

Read
adherence

Contact Centers Need to Track Real Time Adherence and Here’s Why

Share:

Buying a self-help book doesn’t do any good if you don’t follow the advice within it. Having a nutritionist develop you a tailored diet plan doesn’t do any good if you don’t follow the diet. It goes without saying that you only reap benefits from your investments if you actively utilize them! However, every day, […]

Read
webhelp

CXone Cloud Solutions Help Drive Webhelp Nordic’s Global Growth

Share:

Global business process outsourcing (BPO) presents some formidable challenges for Webhelp Nordic.  The company handles customer service for 30-plus clients based in five different countries—Sweden, Denmark, Norway, Finland and Latvia—including numerous international brands in the retail, streaming media and insurance industries. And those clients have customers of their own, often in different countries. Think multiple […]

Read
customer satisfaction

5 Best Practices for Effective Customer Satisfaction (CSAT) Surveys

Share:

Customer satisfaction (CSAT) surveys notoriously have a rather low participation rate. Most surveys fail to respect the customer’s time when required to hang on at the end of an interaction and then go through an unknown number of questions delivering no obvious benefit to the customer. Participation rates can diminish if you’re not incentivizing your […]

Read
customer experience

Accelerate CX Innovation with an Open Development Platform

Share:

If you are a software developer then you’re familiar with the adage “code once, use everywhere”.  Code reuse saves time. It’s been a programming staple that has evolved from in-app functions to external libraries, to web services. But what does all of this have to do with customer experience? Companies are discovering the value in […]

Read
young energy

Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents

Share:

For Young Energy, a family-owned retail electric provider in Forth Worth, Texas, serving its 25,000 customers had become increasingly difficult. Disconnected platforms and systems, an inability to get the metrics it needed and few customer insights were all obstacles to the excellent experiences the company wanted—and needed—to provide its customers. “Our goal was to serve […]

Read
1 2 3 18