If you're managing some type of customer support operation or contact center using spreadsheets, shared drives, and a mashup of single-purpose solutions, you're fighting an uphill battle.
These tools may have done the job in the past, but in today's fast-paced world, they're a bit like using dial-up internet.
Let's look at the impact on your business and what you can do about it.
Quality assurance (QA) is a critical part of any contact center’s performance management and improvement initiative. Effective contact center QA helps identify what is or isn’t working so course...
The term “soft skills” typically refers to skills that are indispensable when it comes to human interactions. They are typically non-technical and are largely relational. In...
One of your primary business goals is to ensure employee performance and deliver an outstanding customer experience. That means ensuring all members of your team understand, and can perform...
It seems like everywhere you look (or listen) these days, the term Customer Experience is front and center. No surprise, really, given the increased emphasis companies are placing on how they treat...
Employee engagement is practically an evergreen topic for organizations of all sizes and industries. The Society for Human Resource Management (SHRM) noted that “Executives from around the world say...
Every organization has departments, processes, and goals. They also usually have key team players who help them run like a well-oiled machine. Their go-to individuals who know when something was...
In any organization, being able to maximize the performance of your employees is important. Unfortunately, not every organization is able to make steady progress on driving employee engagement and...
If there’s one thing we hear about from all our clients, it’s the ongoing challenge in finding, getting and keeping the best possible workforce. This is especially true now: People are changing jobs...
Here’s a stat that will get your attention: According to the Gallup Organization, only 28% of employees strongly believe that the feedback they receive helps them do better work.
Being a good coach...
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