Do you struggle with high agent attrition? Learn how ambient gaslighting impacts your contact center and ways to effectively combat it.
Learn why investing in agent experience creates higher customer satisfaction and loyalty plus tactics for Doing CX Right.
Learn strategies to build a culture of learning. Balance BOTH agent training AND contact center competing demands for positive outcomes.
Peter Ryan, market analyst, and Stacy Sherman discuss how technology is changing the contact center & valuable delivery models to succeed based on workforce trends.
The future of work is here. AI Robots are changing customer service experiences. Learn how to deliver excellence as humans & bots merge.
As companies are downsizing, the gig economy offers value for companies and individuals Learn about workforce trends and how you can benefit.
Customer satisfaction is directly linked to employee engagement. Learn & apply best practices to achieve loyalty and retention goals.
It’s less expensive to keep current customers than get new. Learn how to deliver exceptional customer service at the moment people need it.
Customer service operations & contact centers are going through dramatic changes in every organization and respective departments.
Who owns customer service? Is it strictly the companies we buy from or do consumers have a responsibility in achieving a positive outcome too? This is the theme of my newest article in Psychology Today, co-written with Dr. Grant Brenner. We dive deep into using emotional intelligence to achieve great experiences.
