Motivating & Engaging Agents
124 results
of 12
Posted: 02/11/2016

Are you empowering agents to satisfy customers, build loyalty and grow your business?  Or are you the roadblock persistently distancing the brand from your customer base?

Poor performance from contact center agents is not a rare phenomenon, and as such, it is easy to blame the front-line for ruining the customer experience.  But more Full Content »
Posted: 02/11/2016

This webinar was previously recorded



Sponsored by IBM and Cincom Systems, Inc.

Featuring Absa Bank with insights from Cincom Systems.

As the largest contact center in South Africa with nearly 5000 agent seats scattered across 30 physical sites, Absa Bank was challenged to present better customer experiences by operating as “ON Full Content »
Posted: 02/11/2016

Aware of the ongoing struggles associated with recruiting, employee morale and high attrition, contact center managers undoubtedly need a workforce management plan that reinvigorates the customer management culture.

Enter the role of a cutting-edge employee empowerment strategy, which will not only spur agent engagement and happiness but Full Content »
Posted: 02/11/2016

It’s an old story: Call centers suffer from chronically high turnover. Disengagement among agents is common, and replacing them can cost 1.5 times their annual salary.

In this free webinar, Rajat Paharia, father of gamification and author of the New York Times and Wall Street Journal best-seller Loyalty 3.0: How to Revolutionize Customer Full Content »
Contributor: Brian Cantor
Posted: 12/17/2013
brian
With the customer experience reigning as a top business priority and businesses continuing to transform their customer service operations into omni-channel customer engagement centers, 2013 was an important yet for customer management. Full Content »
Contributor: Greg Levin
Posted: 12/09/2013
Greg Levin
Forget about witches, ghosts and goblins – here are some things that are really scary if you manage a contact center! Full Content »
Contributor: John Tschohl
Posted: 12/04/2013
John Tschohl
Employee empowerment is a ticket to happier customers and more attractive bottom lines. Why, then, do so few businesses develop it? And what can they do about it? Full Content »
Contributor: Greg Levin
Posted: 11/20/2013
Greg Levin
When it comes to agent recruiting, assessment and selection, success is much less common than failure... and it's more fun to talk about the latter. With that in mind, following are 15 signs your contact center’s hiring practices need work: Full Content »
Contributor: Shawn Siegel
Posted: 11/06/2013
Shawn Siegel
The at-home agent model promises numerous benefits for call centers...if implemented correctly. Get some tips and insights from American Family Insurance's Ryan Cline. Full Content »
Contributor: Brian Cantor
Posted: 09/25/2013
brian
From Miley Cyrus' "Wrecking Ball," to Katy Perry's "Roar," to Robin Thicke's "Blurred Lines," America's favorite songs, perhaps to the surprise of music fans, were actually written about call centers and customer management professionals. Full Content »
Contributor: Shawn Siegel
Posted: 09/11/2013
Shawn Siegel
EyeMed's approaches to contact center agent engagement and performance management have produced millions in cost savings. Get the lowdown on EyeMed's strategy from one of its senior leaders. Full Content »
124 results
of 12
Posted: 07/04/2011
Xerox's Knowledge Management System Revealed

CMIQ talked with Mary Fenlon, director of knoweldge management at Xerox, about how Xerox went about implementing a knowledge management system recently. Full Video »
Contributor:
Posted: 10/20/2011
PodcastImage
Rarely, within the sea of discussion related to call center agent engagement, does the reality of the issue emerge: it should not be approached like a typical human resources concern. While many "experts" and customer management leaders who talk about agent engagement say their commitment is to driving business results, their actual Full Podcast »
Contributor: call center week
Posted: 11/20/2012
Customer Success Story: Ceridian Uses Speech Analytics to Improve First Call Resolution

In this case study, "Ceridian Uses Speech Analytics to Improve First Call Resolution," you'll learn how Ceridian:


Discovered the root causes of repeat calls with precise & comprehensive Speech Analytics

Implemented a standardized process for call backs & follow-up

Improved Agent performance with Speech Analytics-driven Coac Full Whitepaper »