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 business 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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Stay Competitive with Customer Journey Mapping
Consider your experiences as a consumer. Have you ever been so aggravated by a company that you’re ready to switch to their competition because they are just too difficult to work with? Most (if not all) of us are likely to answer “yes”. As consumers with busy...
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How to Capture and Leverage Big Data Insights
If your organization is like most, you might be overwhelmed by the volume of information available at your fingertips. To make it worse, the pace of this information continues to increase; data (lots of it) is being produced more rapidly than ever before. How can you...
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Tips for Managing Corporate Telecom Expense
Telecom invoices are very confusing for many consumers. Everyone appreciates the convenience and features that smartphones offer, but understanding charges incurred for voice, data and messaging is another matter. Family plans offer cost savings, but they can also...
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Mystery Shopping in the Digital Age
It is every customer experience business leader's worst nightmare; a customer service representative engaged poorly with a customer, who then recorded the encounter and made it public. In today’s digital landscape, going viral can literally boost or doom your business...
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