Strategy & Planning |
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Strategy & Planning

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Compliance with Dodd Frank and MiFID II

The impact of the global financial crisis of 2008 continues to reverberate in Europe, the United States and worldwide. International financial institutions are faced with stringent regulations and often struggle to comply... Read More

The Ambiguity of Contact Center "Success"

For many professions defining success is black or white. In professional sports, success is winning games. In sales, success is converting prospects into clients. In contact centers it can be significantly more... Read More

A Better Way to Measure Your Contact Center Success

Join Bob at Contact Center Demo & Conference, where he'll deliver a session to help you re-evaluate your contact center metrics and drive success. No matter your role in the contact center,... Read More

Proven Ways to Lead Change in the Contact Center

Mary Shelley once said, "Nothing is so painful to the human mind as a great and sudden change.”  There's no question, change is challenging, but it's also inevitable.  In the contact center,... Read More

The Secrets of Creating an Effective Customer Feedback Program

You already know your company needs a customer feedback program, but do you know how to plan for one and implement it successfully? What are specific things to consider while making a... Read More

The Measures Behind Realistic Schedules

Join Brad at Contact Center Demo & Conference, where he'll deliver a half-day workshop and keynote address. Our current editorial focus on “measuring success” highlights metrics related to accessibility, quality, customer experience,... Read More

How to Measure and Communicate Contact Center ROI

Contact centers have the potential to create value on three distinct levels: 1: Efficiency 2: Customer Satisfaction and Loyalty 3: Strategic Value During #ICMIchat this week we focused on the third level:... Read More

Create Better Customer Outcomes Through Journey Mapping

Interested in learning how to map the customer journey? Join Jim at Contact Center Demo & Conference! He'll lead a half-day workshop that provides everything you need to run a journey mapping... Read More

It Ain't Easy Being a Contact Center

Whether you’ve been working in the contact center for a few days or many years, you know that it isn’t easy to consistently deliver exceptional customer service experiences. To get great service... Read More

The Contact Center's Emerging Role

If you walk into an contact center, you may notice that some desks are turned sideways so that Fire tablet support agents have a neutral background for video calls (one way,... Read More

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Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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