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Category: Business Practices

Business Practices

Back to the Basics, Part Three: Training in the Contact Center

Contact Center managers must understand the importance of having effective and ongoing training in place for agents. Training is what

July 10, 2018

Business Practices

Back to the Basics, Part Two: Workforce Management in the Contact Center

Workforce Management (WFM) is a set of integrated activities that work together to optimize the productivity of the workforce. Typically,

July 5, 2018

Business Practices

A Focused Approach to Customer Experience

Customer Experience will overtake price and product as the key brand differentiator by the year 2020. – Walker 70 percent of

March 28, 2018

Business Practices

An Insider’s View: Part 3

By Fred Stacey, Contact Center Technology Consultant, AInCX.com The last piece in this 3-part series on technology in the contact

January 16, 2018

Business Practices

Improving Customer Experience in Healthcare

Is the patient experience really any different than the customer experience? Healthcare organizations have traditionally viewed patients as “care receivers,”

November 22, 2017

Category: Business Practices

Back to the Basics, Part Three: Training in the Contact Center

Back to the Basics, Part Two: Workforce Management in the Contact Center

A Focused Approach to Customer Experience

An Insider’s View: Part 3

Improving Customer Experience in Healthcare

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