Advertisement

People Management

Sort By:
Webcast
Improving Your Agent Experience, One Step at a Time
Read More

Research
The Analytics Bundle
Read More

Article
How Engagement Is the Path to ROI Growth
Leading global college admissions agency CollegeWise has experienced an employee retention rate of nearly 100% in each of the past four years – a far cry from the average annual turnover rate... Read More

Article
Don't Let It Go Unused: Getting the Most Out of Your Existing Technology
It happens to the best of us. As we vet options, we become enamored by the bells and whistles and cool functionality that a technology product can deliver. Then, we go through... Read More

Article
Can Voice Analytics Stem the Customer Satisfaction Skid?
Big data, in the form of speech analytics, is revolutionizing the way customer service is delivered. Can it jump-start stagnant customer satisfaction levels as well? I'll admit it. As predictions go, mine... Read More

Article
15 Best Practices for Quality Assurance in the Contact Center
Quality assurance (QA) is a high-value application for contact centers, particularly when combined with a methodical process that continuously measures operational and organizational effectiveness. Impactful QA programs actively engage their agents at... Read More

Article
7 Practical Tips for Improving the Relationship Between Marketing and Customer Service
In a few select companies, the Marketing Department and the Customer Service Department are like a happily married middle-aged couple. They like the same music, they finish each other’s sentences, and they’re... Read More

Article
Submit Your Votes for the 2019 ICMI Top 50 Thought Leaders
It's that time of year again. Holiday cheer is in the air, the weather is getting cooler, and we're hard at work preparing for the year ahead. In keeping with a beloved... Read More

Webcast
Get Your Contact Center Privacy Right: GDPR, CCPA and You
Read More

Article
Using Voice Technology to Enhance Customer Service
When a customer calls into a contact center, they want a good experience, and they want to receive accurate information in a timely manner so that they don’t have to call back.... Read More

View More Content