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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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