By Benny Serna, Executive Vice President - Director of Call Center Ops and Managing Partner, DHR Health | Jan 10, 2023 | CC, CCE, CCS, CCW, CX Blog
Where have all the humans gone? High rates of attrition and no humans to hire have put hiring management teams into a scramble to hire and hire anyone! Such extreme conditions mean interviewing managers have lowered the bar and are hiring anyone with a pulse. However,...
By Andrew Deutscher, Founder, Regenerate | Jan 10, 2023 | CC, CCE, CCS, CCW
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...
By Frost & Sullivan | Dec 12, 2022 | CC, CCE, CCS, CCW, CX Blog
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...
By Ginger Conlon, Thought Leadership Director and Customer Experience Advocate Genesys | Nov 22, 2022 | CC, CCE, CCS, CCW, CX Blog
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...
