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Banking and other financial services firms are continually challenged to train, motivate and retain employees in order to deliver consistent, ...
Three main factors are driving digital transformation in the financial services sector – smart devices that are enabling an interconnected ...
Customers tell companies all the time what they think about their products and services. In fact, they are often more ...
What is an energy vampire? According to Judith Orloff, MD, University of California Los Angeles Psychiatric Clinical Faculty, it is ...
How well are your customers being served by your call center service and support center? Are your agents delivering the ...
Do HR and IT teams have a mutual understanding of one another? Some say no, they do not, and, further, ...
Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is ...
Did you know that just 34% of employees feel engaged at work? Worse yet, 16.5% say they’re actively disengaged from ...
There is a skills gap in most organizations in order to flourish in a digital world. Building proficiencies for technologies ...
In the final part of this three-part blog series, we will discuss the remaining five best practices for achieving long-term ...
In Part 1 of this blog series, we discussed the first three of the top 10 best practices for achieving ...
Gamification is the process of applying game mechanics to non-gamified environments, such as contact center operations. It has been lauded ...
Just when companies were starting to feel confident in their understanding of Millennials, along comes a new generation entering the ...
Enterprise Feedback/Voice of the Customer (VOC): the measurement and reporting of customer reactions to their experiences and expectations with a ...
Mapping out your company’s digital customer journey is never an easy task, especially when the focus is primarily on the ...
To the casual observer—or the not-so-casual business insider, for that matter—the words “humanize” and “digital” sound as though they play ...
Agent attrition is an epidemic that contact center leaders have unsuccessfully tried to remedy for years. To solve outbreaks caused ...
Recently, we published a blog on customer-centricity, which refers to creating a culture that places the customer at the core ...
Employees like feedback – formal and informal, personalized, meaningful feedback that will help them become more successful at their job. ...
Many of the call center trends of 2019 indicate a “back to basics” approach with an emphasis on the ultimate ...
In the current issue of Banking Strategies, published by the Bank Administration Institute, Noble Systems Vice President of Marketing, Lee Allum, explores ...
Sales SPIFFs and contests have been used to incentivize contact center agents to sell more for decades. Although these one-off ...
Let’s face it. Debt collection and recovery call centers don't have a great reputation with consumers. Why? Because some people ...
Achieving customer satisfaction by providing an enhanced customer experience is one of the main goals of the contact center and ...
Outbound call centers get a bad rap as people often think of robocalls from companies you may have never heard ...
In the 2nd part of a Q&A with CUSTOMERZONE360, Editor Erik Linask and Noble's VP of Marketing Lee Allum discuss ...
In Part 1 of a recent interview with CUSTOMERZONE360, Lee Allum, VP of Marketing, Noble Systems, provides Editor Erik Linask ...
Gamification is not only a new type of technology, but it’s also a new type of thinking about the relationships ...
Revenue growth and goal attainment necessitate change. That’s why many companies are turning to sales gamification software to drive behaviors ...
Starting a new position in a contact center can be both exhilarating and overwhelming. New employees want to get up ...
In light of recent news from the royal commission exposing misconduct by Australian banking and financial institutions, businesses in the ...
Improving contact center agent productivity can have a major impact on bottom-line results. But, how do you accurately assess productivity? ...
Industry stats on employee turnover and the actual cost to businesses are scary. According to Deloitte Analyst Josh Bersin, some ...
What is the real difference between your top call center reps and bottom reps? Technically speaking it is your ...
First, what in the heck is Gami-fi-cation and what is all this excitement about? Is Gamification effective? For all the ...
Regardless of the call center activity, whether it is Sales, Collections or Support, revenue is vital. However, that is only ...
