Customer Care Employee Engagement Resources White Paper 
West Monroe
OCTOBER 15, 2018
As we wrote about in our recent white paper, Contact Center of the Future: Conversational Bots and Empowered Agents , the role of the contact center agent will change tremendously in the years to come. Predictive analytics will assist the agent by proactively suggesting other services or reminding customers of important information.
Tricia Morris
AUGUST 11, 2015
Budget constraints (55%), outdated systems and technologies (45%), cultural resistance to change (38%) and lack of proper training (35%) round out the top obstacles cited when it comes to improving customer service quality. In the 2016 customer service polls, where will your organization and government customer service stand?
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Comm100
JANUARY 14, 2020
But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Digital omnichannel is the next word in customer experience. White Paper. Download Now.
Comm100
JANUARY 14, 2020
But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Digital omnichannel is the next word in customer experience. Here’s what it means and how to put it to work.
Tricia Morris
SEPTEMBER 4, 2015
The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement.
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