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Delivering Customer Experience in Times of Crisis
The COVID-19 crisis is reminding us of a business fundamental – communicating with consistency, clarity, and empathy is essential for a positive customer experience. While the unknown is making many customers understandably anxious, we are finding that fear and a...
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Why Corporate Social Responsibility is Essential for Success
Corporate Social Responsibility (CSR) is hardly a new concept for businesses, but it is quickly becoming a pivotal component for success. For many businesses, the primary reason to become socially responsible is quite simple; it is the right thing to do. Originally,...
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Improving Customer Experience with Behavior-Based Quality Programs
When Quality programs measure agent performance, it is tempting to create “check the box” procedures that are very uncompromising. The rationale is that this creates very clear expectations for the agents and allows them to make adjustments to their behavior that...
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Who Will Win the Hub War?
The battle between traditional linear TV services and streaming media devices heats up When watching television and reviewing your on-screen guide, do you ever wish that your cable TV shows were integrated with your other streaming services, such as Netflix, Hulu and...
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How a Data Analytics Framework Takes Quality Monitoring to the Next Level
Recent shifts in customer demand have left companies scrambling to make sure they are meeting customer wants and expectations. As the need for companies to nurture relationships with their customers escalates, the role data analytics plays in Quality Monitoring is...
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Promoting Work/Life Balance Increases Employee Retention and Loyalty
Hiring the right talent for key positions is difficult, but once you have star performers in place, keeping them engaged can be an even bigger challenge. People are increasingly choosing companies based on corporate culture and seeking out jobs that fit their...
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How to Recruit and Retain Contact Center Talent
Not too long ago, if a customer encountered an issue, their options for getting it resolved were much more limited: calling customer service, visiting a representative in person, or sending an email. Today, customers are in full control of their options which include...
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Banking Industry: Staying Ahead of Regulations
In May 2018, the White House administration signed a piece of bi-partisan legislation that rolled back banking regulations passed in response to the 2008 financial crisis, most notably relaxing some of the Dodd-Frank requirements....
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How Northridge Performance Coaching Drives Instant Results
Consumers are facing an explosion of choices. In the 1990s, the average grocery store carried 7,000 items. Today’s grocery stores carry 40,000 items. The internet allows consumers to compare car insurance rates in seconds, discover a new makeup product by watching a...
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Podcast: State of Customer Service Experience
In today’s marketplace, companies must compete for customer relationships. Those relationships are often influenced by the experiences customers have when they interact with companies. As customer service expectations rise, businesses must ensure they are consistently...
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Five Truths for Driving Business Success
In today’s fast-paced world, the only constant is change. Technology is developing faster than we can learn how to use it, long-established companies are feeling the heat from digital savvy newcomers, and jobs are being created and/or restructured faster than workers...
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The Evolving Role of Workforce Management in Organizations
Challenges in attracting and retaining talent and the need to effectively balance quality of service with efficiencies have created a need for more sophisticated Workforce Management teams. While Workforce Management optimization is essential for providing great...
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4 Ways Data Analytics Transforms CX
Today’s business environment is constantly evolving, but the consumer’s expectations are as focused as ever on the fundamentals of genuine, personalized, effortless and effective service. By leveraging insights that your customers provide on a daily basis, you can...
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Assessing Your Quality Management
Recent research reveals that 81% of businesses strive for the customer experience to be their competitive differentiator, yet only 22% of businesses report that they are exceeding customers’ expectations. Companies that want to win on the metric of customer experience...
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Trends in Workforce Management and Integrated Analytics
An effective Workforce Management organization ensures a contact center has the right number of agents, with the right skills, in place to deliver the desired member experience in the most efficient manner. Forecasting call volume and determining staffing needs are...
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7 Ways to Manage Call Center Shrinkage
At its core, Workforce Management (WFM) ensures your business’s understanding of its staffing needs—who’s doing what, what needs doing, how long does it take to do and how many employees are needed at any given time. Broadly speaking, you’re implementing WFM best...
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The Key to Motivating: Great Management
The best companies are made up of employees who are both successful and committed. Motivated and engaged employees can be found in a company that promotes productivity, creativity, and innovation through its culture and leadership. Creating a culture that supports...
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The Value of Data-Driven Insights for Contact Centers
“Thank you for calling. Please listen carefully because our menu has recently changed.” We’ve all heard this greeting, but most callers aren’t aware that it’s not just the menu that has recently changed. The technology, processes, and workforce management efficiencies...
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