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Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is ...
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 ...
What is an energy vampire? According to Judith Orloff, MD, University of California Los Angeles Psychiatric Clinical Faculty, it is ...
In Part 1 of this two-part series on call center burnout we covered some of the warning signs of agent ...
Call centers are high-pressure, stressful environments. Agents are expected to deal with demanding customers, be knowledgeable about many products and ...
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 ...
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. ...
One of the most famous lyrics in classic rock is from The Who's 1971 classic, Won't Get Fooled Again. Whether ...
