By Lamont Exeter, Vice President, Learning & Performance, TTEC Digital | Aug 31, 2018 | CCW
It’s amazing how often I am asked, “What’s the secret sauce?” or, “What is the silver bullet?” when it relates to creating a culture of positive, productive and driven employees. I wish the answer were as easy as entering a cheat code in a video game. Organizations...
By Becky Ayotte, Head of Solution Consulting, Tender Management and Project Coordination, Americas DHL | Jul 27, 2018 | CCE, CCS, CCW
Despite all the advancements that have been made in technology to enhance customer experience, one thing remains the same – a personal touch to customer service is still the foundation of a best-in-class customer experience. According to Kristin Smaby in Being Human...
By SmartAction Company LLC | Jul 26, 2018 | CCW
Amid all of the buzz surrounding chat, text, and social media in customer service, voice has reemerged as the preferred method of communication for consumers – including millennials. Thanks to the huge success of personal digital assistants like Amazon’s Echo, people...
By SmartAction Company LLC | Jul 26, 2018 | CCW
As a lifelong customer service professional, you’ve watched the customer service function change from necessary evil to cornerstone of business success. For so long, businesses found ways to cut costs and increase efficiency in the call center because it was always...
By SmartAction Company LLC | Jul 26, 2018 | CCW
The story of automation and job loss is a familiar one – and it’s one we’ve all heard before. The belief that automation would lead to unemployment first emerged in the early 19th century and is commonly attributed to the Luddites, a group of people who were...
By Nicolle Paradise James Dodkins, Senior Director of Customer Experience, ADP | Jul 26, 2018 | CCE, CCS, CCW
Nicolle Paradise Senior Director of Customer Experience ADP James Dodkins Founder and Customer Experience Rockstar Rockstar...
