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.
Watch to the full podcast here: Or click here to just listen to the audio. What a great episode today! Sheri Kendall , leader of the CX training team of Wayfair returns to talk about training safe, successful and satisfied agents! FYI: If you haven’t had a chance to...
Let’s start with what training looks like in most contact centers: new agents sitting in rows of chairs facing a PowerPoint presentation, frantically typing notes or trying to memorize information. Training should be as close to reality as possible. And this classroom-style setting couldn’t be...
Watch to the full podcast here: Or click here to just listen to the audio. Customer service tops the in-demand skills list. We need agents with these skills to take care of our customers. And, then we need to take care of our customer service agents in return, or...
Customer experience is the difference between attracting and retaining customers or losing them to your competitors. To improve your customer experience, however, you must first look at your agent experience. Is it confusing? Complicated? Inconsistent? Above all, customers want to have...
Listen to the full podcast here: In this episode we bring you Sheri Kendall , Regional Training Manager of Wayfair to share her approach to CX Training. In many ways our call center agents act as our brand ambassadors all day long, talking to our customers and we believe in taking...
COVID-19 has changed the traditional contact center dynamic forever. Today’s workers demand flexibility and work-life balance. Work@Home allows for improved flexibility, employee satisfaction, and efficiency, but creative self-scheduling can take Work@Home’s potential to the next level....
The COVID-19 pandemic has sent thousands of employees home this year, and while many are eager to return to their actual workplaces, others are fully embracing t he remote job lifestyle. To ensure success, companies must hire the right applicants—those who understand the work-at-home culture...
People and Culture Posted October 27, 2020 Nearly one-third of all new hires quit their jobs within the first six months - a staggering statistic that costs companies millions of dollars. That makes new-hire training and orientation programs a key investment area...
When I use the phrase “corporate training” what is the first emotion that crosses your mind? Likely, the emotional equivalent of an eye roll. Too often, corporate training is designed to produce compliance, not creativity. Instead of inspiring employees toward a meaningful change, we are...
This past August, Shreekant Vijaykar, director for Asia Operations for COPC Inc., had an opportunity to sit with Gladys Labradores, regional director for Conduent, in Manila, Philippines. Gladys is a seasoned BPO leader with proven expertise in service operations and contact center strategies....