Understanding what matters to agents is important, now more than ever. If agents aren’t satisfied with their work or connected to their contact center’s culture, they can find opportunities that better suit their needs elsewhere. Wouldn’t it be great if there was a way to measure agent...
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...
The contact center and, by extension, the agents who work in them are viewed primarily as a business cost. When you crunch the numbers, it’s easy to see why. Meeting the needs of an entire customer base requires lots of agents. Agents who must be compensated. And the spending doesn’t stop at...
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...
There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents , staffing shortages , and persistent supply chain issues straining customers’ patience. Despite changes in technology, new contact...
“It is a great honor for Shouqi Limousine & Chauffeur to be certified to the COPC Customer Experience Standard. Our customer service centre provides services to both customers and drivers. Efficiency is important, but quality is what all Shouqi staff pursue. I hope we are ready to offer warm...
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