analytics

Curious How Analytics Can Impact Your Quality Management?

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Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the […]

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agent productivity

5 Tips to Improve Call Center Agent Productivity

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Agents are the biggest asset in any contact center. Ironically, agent turnover is seen as the number one challenge for contact centers. Contact center executives are always looking at ways to invest in agents – hire the best agents, train them better and retain them longer. An increased agent productivity is a proven formula to drive better employee motivation and hence retention.   Here are […]

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athens services

Athens Services: “How Did We Go for So Long” Without WFM?

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Athens Services continues to expand its trash- and recyclables-hauling business to include partnering with communities and other groups on disposal and other environmental communities. The company’s growth has exploded, especially after winning a contract with the city of Los Angeles, in addition to serving residential and commercial customers in communities across Southern California. Before NICE […]

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dentalplans

DentalPlans.com Performance Soars with Workforce Management in its Contact Center

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With more than 340,000 members nationwide, DentalPlans.com has created a fast-growing niche in dental care by marketing dental savings plans to consumers as an affordable alternative to dental insurance. The company’s 110-agent contact center is a driving force in the company’s success, accounting for $17-$18 million of the company’s annual revenue.  Outbound callers generate membership […]

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quality management

How are Omnichannel and Artificial Intelligence Changing Quality Management?

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The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. Omnichannel interactions became a goal of companies when it became clear that customers wanted the ability to use multiple methods […]

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interactions

Take your Interactions 2019 Experience to the Next Level with Interactions.edu

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Sharpen your skills and transform your career by attending our pre-conference sessions, Interactions.edu and take your Interactions 2019 experience to the next level! Interactions.edu offers a multitude of sessions delivered by our expert Education Specialists and Business Consultants, which are built upon an extraordinary reputation for great content. Interactions.edu is all about hands on training, […]

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global industrial

Global Industrial Reduces Customer Wait Times to Improve Satisfaction

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A subsidiary of Systemax Inc., Global Industrial has spent over 60 years as the leading supplier of private label and brand name industrial equipment and supplies to businesses throughout North America. The company sells more than 1,000,000 industrial, material handling and business products through its website, corporate sales and catalogs. Obviously, customer support is an […]

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Employee Motivation in Your Contact Center

10 Ways to Increase Employee Motivation in Your Contact Center

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Employee motivation is one of the most intense challenges faced by contact centers today. With Millennials now the largest living population, they will represent 75% of the workforce by 2030. This up-and-coming generation is having a major impact on contact center growth and is driving an evolution in company culture, especially around the concept of employee motivation.   Here are 10 ways contact […]

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