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Brad Cleveland
Article
The Best-Managed Contact Centers: #6 – They Leverage the Key Statistics
By: Brad Cleveland  |  Published: June 26, 2019
Contact center measurements are plentiful and it’s easy to get buried in information. The contact centers that get the best results from using their reports and information have several things in common:... Read More
Robert Lamb
Article
Six Best Practices to Prevent Metrics from Crushing Your Culture & Morale
By: Robert Lamb  |  Published: June 25, 2019
Successful customer service relies on effective operational analysis.  With the adoption of analytics, statistical analysis is more complicated than ever, but how the metrics are used determines the value of your insights. ... Read More
John Goodman
Article
Going Beyond Efficiency to Customer Experience in Your Next Technology Upgrade
By: John Goodman  |  Published: June 24, 2019
The big payoff for the company is leveraging tech for more problem prevention, proactivity and empowerment, not service efficiency. I was recently asked to review a forecast of technology trends and innovations... Read More
Erica Strother headshot
Article
6 Tips for Approaching Employee Retention More Proactively
By: Erica Marois  |  Published: June 21, 2019
Research indicates that attrition rates rise during periods of organizational change. It’s one of the things that keeps plenty of contact center leaders up at night. Yet, most of us are still... Read More
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
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