The Execs In The Know CX Marketplace is a robust, dynamic solutions showcase where senior corporate decisionmakers can share valuable peer-to-peer insights into a wide variety of potential business partners.
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 “...
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...
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...
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...
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...
The Pathlight Team July 7, 2022 • 3 min read We recently sat down with Tony Alika Owens, our board member, to ask three important questions about the importance of performance intelligence, how Pathlight is solving a big problem in a different way, and why it’s imperative to empower...
Five strategies to deliver exceptional employee engagement and experience, and succeed in an uncertain economic environment. Shanthala Balagopal June 30, 2022 • 4 min read Contact Centers are notorious for a high attrition rate. According to Contact Babel’s US Contact...
When Teleperformance launched its first Cloud Campus hub that leveraged work-at-home solutions in 2019 , no one would’ve anticipated the gravity of the event that followed soon after. A major disruption in the form a global pandemic forced the world to come to a standstill, changing and...
Human centricity: That’s what excites Andre Kaiser, Marketing Director at Commerzbank, most about customer experience (CX). “Customer centricity is a buzzword; we need to also have employee centricity,” said Kaiser during the Xperience 2022 opening customer keynote panel. The term ...