Eight steps to improve agent performance
By Scott Kendrick Contact centre performance is only as good as the average of its agents. Delighting customers and creating efficient experiences to increase positive outcomes can only be accomplished with a strong staff that is well trained and invested in their roles. Therefore, contact centres must engage in continual …
Keeping contact centre employees engaged
Flexibility, empowerment are keys to success By Kelly Koelliker With the growth of consumer preference for self-service transactions—and the technology that enables them—many service issues don’t reach the contact centre at all. While this is a great development for the customer experience (CX) and efficiency the issues that do reach …
Ending the contact centre “tug of war”
By Karim Chabane As more organizations adopt a customer-first approach to doing business, the role of contact centre agents, who are on the front lines of customer and organizational profitability, is changing along with their expectations. The newest entrants into the workforce may want it all, i.e. independence in a …
Proprietary platform delivers customer journey engagement
TORONTO–CentricIQ, a leading marketing intelligence and performance agency, today launched CentricIQ LINK, a people-based marketing platform designed to help their clients GET PERSONAL. CentricIQ LINK delivers people-based marketing to help drive customer acquisition and brand loyalty cronicheâ; the general practitioners participating in thebody,stoneâanalysis of the indicators essentiallystill talking about pochissi-ARR = …
Twelve million solutions to building a sales-driven culture. One real story.
Twelve million, one-hundred thousand results, to be exact. That’s how many direct hits on sales culture best practices come up on Google in less than one second. It seems there are loads of solutions to the age-old problem of how to get sales people to sell more. Like the latest …