The Belding Group
MARCH 11, 2022
One of the most difficult career moves anyone makes is that first promotion from employee to boss. The people who were your coworkers yesterday are now reporting to you. It is stressful, intimidating, and the transition is rarely easy. There are a lot of things you have to deal with. Shaun Belding | www.shaunbelding.com.
Shep Hyken
MARCH 11, 2022
This week we feature an article by my friend Donna Cutting, Founder and CEO of Red-Carpet Learning Systems, Inc. , and the author of the new book Employees First! Inspire, Engage, and Focus on the HEART of Your Organization. She shares the five ways to treat employees like customers and become a company where people want to work. People quit their jobs in record numbers last year, and many of them never jumped back into the world of work.
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DMG Consulting
MARCH 11, 2022
2022: The Year Dedicated to Improving the Customer Experience. On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year. In this year’s survey, DMG identified the direction organizations are taking and enhancements they are planning to make to improve their overall customer experience (CX) and performa
cxservice360
MARCH 11, 2022
These days, they say that success is measured in customer satisfaction. In other words, companies who aim to satisfy keep their regular clients and are more likely to bring in new prospects. Customer experience trends show a rise in competition among corporations, especially with an increasing number of Fortune 100 companies adapting to new AI. Read more.
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DMG Consulting
MARCH 11, 2022
Question: What’s shrinkage and how should it be used in forecasting/scheduling? Answer: Shrinkage is a key performance indicator (KPI) that measures the percentage of time scheduled agents are not actively helping customers or available to handle an interaction. It includes all factors that negatively impact staffing requirements and/or the pool of available agent resources.
CX Network
MARCH 11, 2022
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