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You know the adage, “happy employees = happy customers.” This notion has always been true but is becoming the foundation of many organizations’ broader strategies for driving long-term growth. Most organizations realize that customer experience (CX) is a key differentiator, particularly with...
Watch to the full podcast here: Or click here to just listen to the audio. Welcome to the podcast! Today we are talking with Fred Stacey about his experiences in call centers, both helping to build them and helping them in recovery. Dovetailing nicely with our Agent...
Watch to the full podcast here: Or click here to just listen to the audio. We’ve got a special episode for you today! We recorded this conversation on October 4th, the 10th annual CX Day! Meet our fantastic guest Jim Tincher who is the author of the book Do B2B Better...
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...
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...