Motivating & Engaging Agents
Contributor: Brian Cantor
Posted: 12/17/2013
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 Article »
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 »
Posted: 10/20/2011
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 »