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COPC
DECEMBER 23, 2022
High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. Effective engagement strategies lead to improved performance, increased productivity, higher retention and bottom-line growth.
Playvox
JANUARY 12, 2023
No matter where your contact center team is physically located, bringing out their best performance can be a big challenge. In our 2022 study of contact centers in the United States and Canada, nearly 60% reported using a hybrid work model, while almost 40% of service centers were entirely remote. But does it have to?
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COPC
MAY 23, 2023
This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. The ideal training program prioritizes essential leadership qualities like identifying, managing and leading a high-performing team.
Integrity Solutions
DECEMBER 15, 2020
Effective sales coaching yields results, and sales leaders intuitively seem to understand this. You don’t have to look far to find another article or blog post talking about the importance of coaching in the workplace. In the world of sales, coaching is seen as critical for driving growth and developing excellence within sales teams.
CSM Magazine
DECEMBER 28, 2021
Conversely, an actively engaged employee is clearly committed to their work and the organization and consistently goes the extra mile to exceed performance expectations. Companies with robust employee engagement programs are seven times more likely to link employee performance with good customer experiences.
CSM Magazine
DECEMBER 15, 2020
Beware of spreadsheets and long live strategic resource planners. WFM tools that provide complete resource planning visibility and agility are now even more invaluable. WFM: from survive to thrive in 3 easy steps. Workforce Management (WFM) has come to mean so much more in 2020.
Solvvy
OCTOBER 25, 2022
Customer feedback – such as the information you collect through the customer satisfaction index model – can provide insights into their intentions. . Using the CSAT model, you create a survey to determine customer satisfaction in one or more areas of your business. One strategy is simply to ask. Calculating CSAT.
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