Relationship intelligence applies to both human-to-human interactions and AI tools for relationship machine learning, to...
As AI replaces call center agents at all customer experience touchpoints, AI frees up CX workforce for customer loyalty ...
Employee engagement, virtually or in person, in best interests of all the stakeholders: customers, employees and the o...
Why capping AHT and agents' wages would be two big mistakes for managing contact centers, leading to attrition and failu...
Contact Center Staff Management: Employee Engagement, Training Programs, and Trying New ESAT & CSAT Measures. by JD...
Employee motivation and incentives for improving contact center customer experience: intrinsic and extrinsic motivation,...
With recruitment improvement, training programs, agent feedback, and workplace satisfaction measures, contact centers ca...
Staff retention and low employee attrition result from proactive employee communication & WFM (workforce management)...
