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The Contact Center as a Voice of the Customer Tool

Posted by Jayme Grzegorczyk on May 6, 2022 8:30:00 AM

Because they play a significant role in the customer experience, contact center agents can serve as a credible, first-hand source of customer feedback.

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Topics: CX Insights

The Search for Talent

Posted by Jesus Grana on Dec 17, 2021 3:00:30 PM

Finding front-line talent has never been more challenging … but for innovative companies, it presents an unusual opportunity to become the employer of choice.

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Topics: CX Insights

Creating Empathy Agents

Posted by Jesus Grana on Oct 12, 2021 10:14:00 AM

Someone once said that the highest form of knowledge is empathy. This invites the question: If empathy is a form of knowledge, can it be taught? Many experts agree that learning how to be empathetic is not only possible, it’s also good for one’s well-being … and in the world of customer service, it’s the best way to show your customers that you truly care.

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Developing Managers Who Can Lead Digital Transformation

Posted by Jesus Grana on Jun 15, 2021 12:16:00 PM

The pandemic massively accelerated the move to a digital-first consumer market. Increased customer expectations and a need for genuine human interaction during customer experience moments of truth have elevated the role of the front line and their leaders. This article shares insights for managers on how to empower their team with the tools to overcome challenges presented in a remote environment and continue to deliver an excellent customer experience. 


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Topics: Call Center Managers, Leadership, CX Insights, Remote Work, WFH

Leadership Training as Competitive Advantage in a Work-from-Home Environment

Posted by Jesus Grana on Mar 15, 2021 8:00:00 AM
Managing the customer experience during the pandemic has brought a host of changes to daily operations, not the least of which is training managers to both work and manage remotely. Managers have had to determine how to support their team remotely while ensuring the client is receiving extraordinary experiences. This article explores three keys to training your managers to ensure success for them, their team, and the client.
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Topics: customer service


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