With all this WFO, why aren't we perfect?I sum it up by saying that Workforce Optimization (WFO) is about...
The 2018 Customer Response Summit was incredible! For those that missed it, we've recapped our 48 hour immersion with the most innovative organizations disrupting Customer Experience!
ICMI Featured Contributor Article. To help agents better connect with humans, we need to teach, expect, and measure the use of interpersonal communication and influence behaviors (aka, soft skills!) like warmth, personalization, informality, interest, and caring (aka, empathy!).
ICMI Featured Contributor article. One of the greatest ways we build trust with employees is through review and discussion of their work performance. It's hard to be direct and courageous when it comes to discussing peoples' work behaviors though, and there are several ways we can fail at it miserably!
I was giving a presentation about Millennials at a conference earlier this year. We were in a breakout activity discussing how to coach a Millennial employee on a particular topic and were talking about the need to connect the requested task to the overall mission of the organization and value to the customer.
ICMI Featured Contributor article. Are you providing your workers an effortless learning experience? Or are they exhausting all of their energy before they can even access the right resources?
ICMI Featured Contributor Article. Everyone likes access to data about their performance! But does that drive engagement and effort?
What do Millennials want? First, they want empowerment - Millennials want individual autonomy, and flexibility, with accountability for all. They want to do meaningful work, to belong and feel valued, to feel a sense of purpose and hope for what they can achieve, and to develop in their careers.
There's a theme within the flurry of articles about AI, a common thread revealing where AI is being leveraged, and where AI appears largely under leveraged.
Deloitte's 2017 Global Call Center Survey released mid-May polled executives from over 450 contact centers in 16 countries about their current and future priorities over the next two years. Results shows close to 90% of respondents named 'Improving Customer Experience' as a strategic focus, and all respondents said they are planning to invest in "Emerging Technologies".
Join AmplifAI's Melissa Pollock in Nashville at QATC's Annual Conference where she will be speaking and delivering a session on Coaching Trust Destructors!
Join AmplifAI in Marina Del Rey where we will be demonstrating our unique platform during CRS's Innovation Lab.