Agent Engagement


Lessons From CCW Winter:  What's Hot, What's Not in Customer Management - Brian Cantor

Here are three customer management focuses that are presently "hot" for call center/CX professionals -- and two that are definitely not. Full Article »

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Customer Experience & Centricity: Where Technology & Heart Collide -

A look at what makes customer-centricity, experience and personalization an extremely important part of success in this interview with Mindy Lamb, Customer Experience Director at Cigna. Full Video »

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Command and Control in Governmental Contact Centers

Contributor: Tripp Babbitt
Posted: 5/20/2010

Command and Control in Governmental Contact Centers - Tripp Babbitt

In an attempt to keep in touch with the world I ran across an article in the Wall Street Journal. Full Column »

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The Contact Center Manager's Survival Guide to Omnichannel Customer Service

Is your contact center prepared to deliver omnichannel customer service? Are you aware of the dangers and pitfalls? Do you have the practical advice and essential know-how to create a 360-degree view of the customer in order to accurately anticipate their needs and create an omnichannel vision? Download this Survival Guide to learn: • Six best practices to design and deliver omnichannel customer service • The three R's of operationalizing omnichannel customer service - Resources, Routing and Reporting • Business results you can achieve by moving to an omnichannel contact center Full Whitepaper »

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