workforce engagement management

What is Workforce Engagement Management?

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The idea that happy employees makes happy customers is not a new concept, but it is starting to get enterprise-level attention and traction. Thinking about the kind of service you might receive when an employee is unhappy makes a very clear case as to why this idea is gaining momentum. My first job was working […]

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call center technology launch

Ensuring a Successful Go-Live Launch for Your Call Center Technology

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You and your project team have poured hours into the design and implementation of your new call center technology platform, and the big day has finally arrived – Go-Live. While Go-Live is the culmination of months – and depending on scope, even years – of hard work, the day itself sometimes just passes us by […]

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icuc 2017

ICUC 2017 at NICE Interactions Welcomes Keynote Speaker – Alec Baldwin!

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We’ve managed to top ourselves again by bringing to inContact’s user conference (ICUC) at NICE Interactions 2017 one of the hottest celebrities on the scene – Alec Baldwin! Throughout Alec’s impressive career, he has worked on fascinating projects on stage, on screen and in film. He has numerous awards to his credit, and we can […]

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call center agent experience

Out With the Old, In With the MAX: A New Call Center Agent Experience

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Cowen and Company, a leading proprietary research firm, recently published their “Takeaways from Cowen’s IT Survey Around Apps & Database 2017 Spending Trends”. One of the report’s more salient points indicates that spending on SaaS projects, customer service and support will experience the biggest increase in 2017; for the first time surpassing other growth areas, […]

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proactive customer service

How to Develop “ESP” For Proactive Customer Service

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‘Radar’ O’Reilly from the movie and television series MASH always seemed to have ESP (extra-sensory perception), appearing at his commander’s side before being called and finishing his sentences. He also had exceptionally good hearing, able to hear helicopters before anyone else, and to tell from the rotor sounds if they were coming in loaded or not. It […]

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six-sigma-customer-experience-2

How to Leverage Six Sigma to Improve Customer Experience

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For many years I have been a practitioner of both customer experience (CX) and Six Sigma, so I can personally speak to the unmatched advantages of bringing these two disciplines together. Independently, both Six Sigma and CX are powerhouses at driving business results, and when combined correctly, they provide a strong one-two punch for your organization. […]

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