Discover 5 key lessons from our hands-on experience implementing AI to scale Quality Assurance for contact centers and support centers.
Navigating layoffs is a challenge for any leader. Andrew Rios joins to share how to lead through a Reduction in Force (a.k.a. RIF) successfully.
Reluctant CX Influencer, Alex Mead, discusses why Customer Service is at the heard of Customer Experience and how to make it better!
This bonus episode features 3 CX Experts - Murphy Fraser, Donna Drehmann, and Sue Duris, each sharing insights for CX Success!
Today, data is now considered the most valuable resource in the world. Ensuring the integrity of data is in the hands of Business Intelligence professionals.
Dive into contact center performance with our comprehensive guide on metrics – from Abandon Rates to NPS®.
Explore strategies for avoiding and dealing with burnout with Performance & Productivity Coach, Paula Naeff.
Jenny Dempsey, CX Thought Leader and Chief Learning Advisor for CX Accelerator discusses career transitions.
On this episode of Jump the Queue, I traverse the US from coast to coast to talk with 3 contact center pros about attracting, engaging, and retaining employees.
Neil Pretty shares how a mindset of growth and a redefining of failure is a key to accelerating performance and innovation.
Finding employees is only half the battle for call center staffing - keeping them is the other, perhaps more challenging half.
Sally Mildren discusses how Change Management affects Customer Experience (CX) and how to humanize change efforts.
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