Welcome back to our Balanced Scorecard Blog Series! If you’ve been following along, you already know the incredible value that a balanced scorecard brings to performance management. In our previous articles, “ Benefits of a Balanced Scorecard for Performance Management ” and “ Creating a...
Like any workplace, support centers lose employees every now and then, whether they find another job or move up in the company. Unfortunately, customer service attrition goes beyond those reasons — a report from Cresta Insights shows that contact center attrition is 1.3x the national...
Adding Pathlight to Zendesk gives your customer experience and support teams full transparency to understand how they are doing. Here are the top reasons why Zendesk customers choose Pathlight for managing their support team performance and operations. By Shanthala Balagopal Zendesk is...
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...
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...
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...
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...
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