September 01, 2015
The reality of doing business in today’s interconnected, global economy means that how companies offer their products or services is as important as what they offer. Best-in-class companies stay ahead of the pack by paying attention to the customer experience and knowing what today’s customers expect.
August 21, 2015
If your organization has adopted gamification in your training program, you most likely already know the advantages of using “gamification,” which is a catch-all term for the e-learning materials that incorporate animated and 3-D games, contests, and challenges to help your employees learn new skills, understand company policies, and receive certifications.
The gamification training industry has exploded in recent years; by 2016, gamification is expected to reach the $2.8 billion dollar/year mark. Even if you are already using gamification in your training program, there are necessary steps to make sure it’s used effectively, which we’ll outline. If you’re not yet using gamification, read on. We’ll spell out the advantages of using this tool in a variety of applications.
August 14, 2015
If your company’s aim is to create better customer experiences, the place to start is with your employees. If you focus only on the end result of improving customer service without fortifying your company’s culture, any bump in KPIs will often be short-lived. On the other hand, if you focus on creating a workplace that is supportive, engaging, empowering, and respectful, the natural outgrowth of happy employees is improved customer service.
August 12, 2015
Sickness, injuries, underperformance, turnover—all are costly and detract from a company’s bottom line. But have you ever considered the price of rude behavior on the job?
August 06, 2015
Today, contact centers are striving to meet the demands of connected consumers who want near-immediate results on their channel of choice. With the growing demand for multichannel customer service, more and more contact centers are recognizing the benefits of hiring and training agents to handle multiple service channels simultaneously (i.e., phone, email, chat, and social).