Archive Author: Matt McConnell

Archive Author: Matt McConnell

17 Feb

Customer Experience: Nurturing Your Customer Ecosystem

Matt McConnell

You need to make sure that your customer’s end-to-end journey, their customer experience, is seamless as they move from one […]

16 Jan

What’s the Dis-Service Level in your Multi-Channel Contact Center?

Matt McConnell

Do you have a multi-channel workforce? Is it effective? When in the business of serving customers, the most important question […]

3 Dec

What the heck is customer experience exactly?

Matt McConnell

In our recent webinar,  No More Lip Service: Customer Experience in the Age of the Customer, guest speaker Kerry Bodine […]

7 Nov

How to Train and Develop Contact Center Agents

Matt McConnell

One key to ensuring stellar customer experiences is committing fully to agent development. From the first day on the job […]

31 Oct

Contact Center Rewards and Recognition

Matt McConnell

If you want to improve the experience of your customers, you must inspire your agents to perform in a way […]

22 Oct

Mastering the Art and Science of Workforce Management

Matt McConnell

You can help agents deliver stellar customer experiences by mastering the art and science of workforce management. The most successful […]

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