Workforce Management Archives

Workforce Management

4 Best Practices to Redefine Back Office Services

Kaushal Mehta - August 8, 2019

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Success begins with the employee experience.

Customer Experience Strategies and Best Practices

Employees Shine in Some of 2019’s Best Workplaces

Dylan Haviland - June 24, 2019

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Secrets of employee success from 23andme, Team Rubicon, Boll & Branch, and goodr.

Customer Engagement

Make Your Channel Experiences Harmonious

Tim Keefe - June 17, 2019

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Channel orchestration leverages customer preferences in different channels while driving down costs and improving CX quality.

Customer Service Strategies and Best Practices

A Unique Way to Engage Your Employees

Guest: Don Peppers - June 3, 2019

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A commitment to employees will reap benefits for customers and the bottom line.

Customer Service Strategies and Best Practices

8 Ways for CEOs to Rethink Employee Engagement

Judith Aquino - May 20, 2019

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When employees have confidence in their leaders, they are more likely to be engaged in their work and committed to the organization.

Customer Experience Strategies and Best Practices

Harvard University Makes the Grade on Financial Wellness

Judith Aquino - May 6, 2019

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Raising credit scores helps employees stay focused.

Customer Experience Strategies and Best Practices

Aetna’s Mindfulness Initiative Leads to Unique Employee Engagement

Dylan Haviland - May 5, 2019

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Employee retention begins with caring.

Customer Acquisition

Preparing Tomorrow’s CX Workforce

Judith Aquino - April 22, 2019

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A look back—and ahead—at trends driving customer experiences of the future.

Workforce Management

WFM Grows Up

Mila D'Antonio - September 15, 2009

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How three companies effectively use workforce management in their contact centers.