Stella Connect
OCTOBER 26, 2021
Call center performance management has, for many brands, changed little over the years. In truth, your call center performance management program can unlock untapped potential for customer loyalty, agent retention and happiness, and overall bottom-line business value. But, it doesn’t have to be.
Call Experts
NOVEMBER 20, 2019
According to the National Retail Federation, more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. Centers incentivize employees to work over the holiday and be prepared. Having more people in the call center doesn't always mean readiness to handle holiday workloads. More Blogs Menu.
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NICE inContact
DECEMBER 19, 2017
NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. The post Planning for 2018? Happy reading!
NICE inContact
DECEMBER 12, 2018
Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences.
NICE inContact
JULY 25, 2019
Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. Check out these five tactics to retain your top call center agents: 1) Recognize Your Agents. Avoiding job boredom in the contact center is crucial to keeping them around. 2) Ask for Feedback.
Avaya
JANUARY 16, 2018
40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Think smaller in 2018…specifically, mobile apps. In 2018, major players will be defined by their understanding of this delicate balance.
NICE inContact
MARCH 15, 2018
The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview !
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