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Call Center Resources & Insight

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Webcast
How to Mitigate Fraud, Reduce Customer Friction, and Boost Productivity
By: Neustar  |  Published: June 19, 2019
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Article
How Trainers Can Overcome Obstacles to Learning
By: Elaine Carr  |  Published: June 19, 2019
What is a trainer’s primary job? (Pick one) A.    Present content B.    Convey knowledge and skills to others C.    Make training fun D.    Facilitate learning activities E.    Remove obstacles to learning We... Read More
NICE
Research
What Is Analytics-Driven Quality Management?
By: NICE  |  Published: June 18, 2019
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Jeff Rumburg
Article
Employee Engagement in the Contact Center
By: Jeff Rumburg  |  Published: June 18, 2019
Job Satisfaction as a Proxy for Employee Engagement There is no universal definition of employee engagement, yet everyone seems to know what it means. How can this be? Although the term has... Read More
Neal Topf, Callzilla
Article
Tips for Improving Contact Center Culture
By: Neal Topf  |  Published: June 17, 2019
Business guru Peter Drucker's famous quote, "Culture eats strategy for breakfast," has been floating around LinkedIn and in CEO circles for years. In the contact center world, leaders and stakeholders are well-aware... Read More
Erica Strother headshot
Article
5 Ways to Get Executive Buy-in on CX Projects
By: Erica Marois  |  Published: June 14, 2019
According to #ICMIchat participants, the most challenging part of the customer feedback process is acting on the feedback and closing the loop. To make matters more complicated, often times, executive support wanes... Read More
NICE
Research
The Impact and Influence of Analytics and Quality Management on Contact Center Performance
By: NICE  |  Published: June 13, 2019
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Mary Ann Chandler, Intradiem
Article
Boost Morale by Giving Every Agent an Automated Manager
By: Mary Ann Chandler  |  Published: June 13, 2019
Fifty-two percent of contact center staff believe their company isn’t doing enough to prevent their teams from burning out. Unfortunately, the center environment causes burnout and can seem impossible to address. For... Read More
ICMI
Article
Now Accepting 2019 ICMI Customer Experience Movers & Shakers Nominations
By: The Editors  |  Published: June 12, 2019
It’s that time of year again!  We’re excited to announce the opening of the nomination process for our second annual Customer Experience Movers & Shakers list. Who are the innovators and emerging... Read More
Erica Strother headshot
Article
Two-thirds of CX Initiatives Fail. How Can We Fix This?
By: Erica Marois  |  Published: June 11, 2019
Gartner predicted that by 2020, customer experience would be the number one competitive differentiator for businesses. If that's the case, it seems like we have some work to do! We're nearing the... Read More
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