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The Rewards of Treating Your Agents like Athletes

by Dana Averbouch, NICE Regardless of whether they returned home with a medal or not, every athlete that participated in the Olympic games demonstrated what is possible when people perform at the limit of their ability. Clearly, these athletes have talent...

Internet Trends: Five Steps to Going Digital

What Does Digital Customer Service Mean to You? These days we live in an ‘always on’ society and business is being carried out all the time, day and night, every day of the week and in every time zone of...

8 Ways to Increase Employee Engagement

Engaged employees work with passion and feel a profound connection to their company’s mission and goals. They drive innovation and strive to move the organization as a whole forward. In fact, companies with high levels of employee engagement are 21% more productive and...

Employing Disabled People – Look for the Ability, Not at the Disability

There are over 7 million disabled people of working age in the UK but there is a large gap between their employment prospects and those who are non-disabled. When there is a skills shortage in the hotel and catering industry...

Empower Contact Center Agents with Adaptive WFO

These days, people expect personalization and individualized focused service. Think Netflix or amazon. Your agents are no different. High agent turnover, increasing costs and customer dissatisfaction, is the reality of most contact centers. The cookie-cutter approach to managing, training and evaluating...

5 Tips for Creating an Accurate Customer Journey Map

Customer journey maps are more than just diagrams. Sure, they illustrate (in a very visual and easy-to-digest way) the steps customers go through when engaging with a company. But there’s a lot more to it than that. Customer journey maps act...

How to Optimize Your Organization for the Best Omnichannel Experience

Digitisation has led to an explosion of new customer channels. Whether we’re reading the latest headlines, catching up on emails or watching funny cat videos on Youtube, we consume content constantly every day. And these channels present endless opportunities for...

Summer Blues – Optimising Staff Efficiency after the Holiday Season

According to CV-Library’s latest research, the majority of workers find it difficult to get back into a routine after a summer holiday, with over half (57.1%) going as far to as say that they are more likely to consider a...

Optimising Staff Efficiency – A Winning Approach

Approaching this year’s UK Customer Experience Awards, we are sharing some interesting insights and tips from one of the awards judges, Michelle Hoskin, covering staff efficiency optimisation. After the period of summer vacations, we believe these tips might help you...

Is Influencer Marketing the Future of Marketing?

Is your marketing budget being put to good use? Are you getting the desired results from your campaigns or are you struggling to see a positive change in your ROI? Maybe you’re not making use of one of the most...