4 Tips from Top CX Industry Experts

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Being a customer experience leader is a tough job for anyone, whether you’ve been at it for one day or your entire career. It seems like the stakes are always changing and keeping up with the latest trends seems like an impossible task. Well, if you’re short on time and in need of some tips for impr [...]

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Migrating A Contact Center to the Cloud

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Have you thought about migrating your contact center to the cloud but are unsure of the benefits? In this blog, we’ll outline the benefits and advantages of making a migration to the cloud and why it’s important for today’s contact center. If you were to look across the work that happens in most co [...]

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Credit Cards and the Call Center: What You Need to Know

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Remember the last time you were in a really fancy shop and the manager reminded you, ‘If you break it, you own it”? That’s not a bad metaphor for credit information from your customers--if you touch it, you may have to own it. As credit information is entered through your system, information is then [...]

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8 Tips for Recruiting Your Ideal Workforce

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A company may grow in size as it adds new people to its team, but to grow in the direction of its long term goals, it has to find the right people. Any recruiter knows the importance of this task and certainly knows how difficult it can be. We've compiled some of the best tips for finding the tale [...]

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8 Tough Security, Compliance and Reliability Questions to Ask Your Communications Provider

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When it comes to security, compliance and reliability, how do you separate the real deal from the pretenders? While every company has different needs, here are eight questions that you should ask your next communications provider. 1. Are you a HIPAA-compliant business associate? If so, can you put [...]

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Lessons Learned at a Contact Center Quality Assurance Conference

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A wonderful group of contact center quality assurance and training professionals converged on Nashville, Tennessee from September 17 to 19 for the 2019 QATC (Quality Assurance and Training Connection) Annual Conference and I was pleased to be in attendance. Aside from the live music, amazing barbecu [...]

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#NationalCoffeeDay: How One Company Creates Caffeine, Community and Competition

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Hot or iced? Half & half or almond milk? Double shot or decaf? No matter how you take it, coffee is one beverage of which most of us can’t get enough. Sixty-three percent of U.S. adults drink coffee daily, according to recent data from the National Coffee Association, and gourmet coffee consumption [...]

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8 Tips for Hosting More Effective Meetings

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According to Business Insider, 11 million meetings happen in the U.S. every day. The sad reality? One-third of those meetings are not productive. The cost to business is more than $37 billion each year. How can we fix this? Check out these quick tips to ensure your next meeting is as productive, e [...]

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Self-Care Isn't Selfish: How Any Small Business Owner Can Make Time for Wellness

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According to the World Health Organization, more than 300 million people around the world suffer from depression, with many also suffering from symptoms of anxiety. Research shows that entrepreneurs and small business owners are particularly prone to depression. What does this mean for the business [...]

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Insights from Customer Contact Week Austin 2019

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It seems like every company nowadays is pontificating about the importance of customer experience (CX). But how well do we walk the talk? At Contact Center Week in Austin, I heard ESPN, Sleep Number, Comcast, Weight Watchers and others share what they are doing to make it real. At this conference, [...]

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