WINTER PARK, Fla. , Sept. 19, 2022 — COPC Inc. is pleased to announce that ccc by stc has met the COPC Customer Experience (CX) Standard requirements. Headquartered in Riyadh, Saudi Arabia, ccc is a leading CX management business processing outsourcer (BPO). The company provides a spectrum of seamless solutions that span outsourced Read more>>>

Contact center managers often attribute high attrition to unfulfilling tasks and a lack of professional advancement opportunities. A critical factor to consider when designing an employee retention strategy is the level of employee engagement. Forbes explains employee engagement as “ the emotional commitment the employee has to the organization Read more>>>

Stay ahead of the sweeping changes in the marketplace. Here are some of the key themes and insights for managing customer service and experience in uncertain times. The world has changed fundamentally after the pandemic. Supply chain disruptions, labor shortages, growth in digital transactions and engagement, and new hybrid work structures have Read more>>>

Are your frontline agents feeling burnt out? Here’s how to support them—and prevent burnout on your team Frontline employees are the face of the organization, helping customers make the right decisions throughout the buying journey and after it. Unfortunately, volume spikes and increased request complexity have left businesses and customer service Read more>>>

Layoffs , an uncertain stock market and soaring inflation and interest rates are signals that a recession could be looming. There's one thing many people don't talk about in the face of a slowdown: the people to focus on keeping . First, you want to keep your customers, of course—keep them happy and returning or referring more business Read more>>>

CXperts: Alexander Kvamme meets with Jen Burton, Head of Customer Support at Digit, to discuss a career journey to CX leadership. Including building communities, working in product, being at start-ups, and going through acquisitions, to navigating the balance of managing in-house and offshore teams. CXperts is a podcast where Read more>>>

CXperts: Alexander Kvamme meets with Diane Domeyer, SVP at Robert Half, to discuss their latest research on future-proofing your workforce, including increasing employee engagement and preventing agent burnout and turnover. This week’s episode: Alexander Kvamme meets with Diane Domeyer , Senior Vice President and Managing Read more>>>

Your agents are the single most important asset in your call center. In many ways, they serve as your brand ambassadors, often acting as the first, primary, or only point of human contact customers have with your company. Improving customer experience is key to attracting and retaining customers. But when you focus more on customer experience than Read more>>>

Watch to the full podcast here: Or click here to just listen to the audio. Today we here at CXQA Live give a big welcome to Jeremy Watkin from NumberBarn and we’re focusing our conversation on implementing the right technology into the contact center. Jeremy talks about the main priority, as he sees it, regarding technology in a Read more>>>

The key to ensuring agents deliver excellent customer service is to simplify their job. When their jobs are easier, agents train faster, stay longer, and are happier. In many situations, agents are the face of a company—acting as the only point of human contact. So it stands to reason that when agents are good at what they do—and enjoy doing it—customer Read more>>>