global industrial

Global Industrial Reduces Customer Wait Times to Improve Satisfaction

Share:

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 […]

Read
Employee Motivation in Your Contact Center

10 Ways to Increase Employee Motivation in Your Contact Center

Share:

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 […]

Read
Gartner CCaaS MQ

Looking to Replace your On-premises Call Center Software? Take a Look at this New Gartner Report

Share:

For the fourth straight year NICE inContact has been named a Leader in the Gartner Magic Quadrant for Contact Center as a Service (CCaaS)[i]!  We’re proud to be recognized with the highest overall position in Ability to Execute (weighted toward current product, customer experience, and sales execution) and by our strong placement in Completeness of […]

Read
mattress firm

Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time

Share:

As the leading specialty bedding retailer In the U.S., Mattress Firm has carved out a unique—and healthy—niche in the $29 billion bedding industry. The company offers a variety of mattresses and related products at competitive prices, and customers obviously approve: They’ve propelled Mattress Firm to over $3.8 billion in annual sales (2016). But the Houston-based […]

Read
quality monitoring

New Ways to Think About Contact Center Quality Monitoring

Share:

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments. Improving contact center quality is one of those activities […]

Read
teleflora

Teleflora Business Blossoms with Consistent Customer Experiences

Share:

Who hasn’t been thrilled to receive a beautiful bouquet of fresh flowers on a special occasion? A lot goes on behind the scenes to make that happen, and Teleflora® is a major driver of that process, connecting customers to more than 33,000 member and affiliated florists all over the world. In short, florists depend on Teleflora […]

Read
training

4 Tips to Take Contact Center Training to the Next Level

Share:

Training is an integral activity in contact centers, whether that be new hire onboarding or ongoing training and development of agents. However, with so many other business priorities, training doesn’t always get the love and attention it deserves. Even in those organizations where training is a cultural cornerstone, providing meaningful, engaging, and effective training is […]

Read
1 2 3 9