Tackling Engagement and Retention Challenges Amidst a Stress Endemic
Session Abstract Your team is successful when they bring their creativity and their strategic thinking skills to the table. As a leader you must find creative solutions to address the chronic stress that stymies that and prevents workers from becoming disengaged or...
Headliner – It Takes Emotional Intelligence for Impactful and Quality Customer Interactions
FIRESIDE CHAT – What It Takes to Lead with Agility
Highlights from a thought leader discussion INTRODUCTION Natalie Beckerman, Senior Vice President, Global Call Center Operations, Leaf Home, and Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan sat down for a “fireside chat” at the 18th Annual...
HEADLINER – Contact Center Digital Transformation: Then, Now, and Next Level
It’s Time to Rewrite Your Employee Engagement Playbook
Low morale among contact center employees — often an organization’s front door to its customers — is at a crisis point. More than three-quarters of customer experience (CX) leaders say low morale/engagement among their staff is challenging. It’s time for a change. “I...