Category: Workforce Infrastructure

9 Sep

Measuring Agent Satisfaction: Why E-Sat Should Be a KPI in Your Contact Center

Greg Levin

If you are a contact center director, manager or supervisor, you most likely value your agents. You most likely strive […]

2 Sep

8 Steps for Customer Experience Change Management

Annette Franz

[The original post appeared on the CX Journey blogsite on August 26, 2014.] How well are your change management efforts […]

4 Feb

In Pursuit of Super Agents

Greg Levin

Look over at that workstation! It’s a customer service agent handling emails… no, it’s a sales agent handling calls … […]

28 Jan

The Expansion of Workforce Management into Multi-Channel Contacts

Vicki Herrell

A few years ago, I could go into a room full of workforce management (WFM) professionals and ask how many […]

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 […]

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