Emotional Intelligence and a Loyal, Motivated Staff

Ruth Malloy is global managing director of the Hay Group Leadership and Talent practice, where she works with Fortune 500 companies to help them achieve their strategies. I’ve asked her to guest blog about the positive behaviors exhibited by employees in an emotionally intelligent workplace. Here’s what she had to say. “If you’re reading this column, you … Sigue leyendo

Can Your Contact Center Afford Not to Implement Emerging Channels?

Do you remember how you booked travel and vacation 10 years ago? If you were booking hotel rooms, chances are you probably either called the hotel directly, or went to their website to reserve a room.  One thing is for sure, you weren’t using a mobile app to do it.  Needless to say, times have … Sigue leyendo

Customer Experience: From Buzzword to Strategic Differentiator

What is it like to be your company’s customer? If you were to call in to your center with a question; send an email with a complaint or concern, or attempt to reach out to you through Facebook or Twitter what would the experience be like? The Customer Experience far is more than just a … Sigue leyendo

Gartner advises caution when buying text analytics software

SAP customers looking at the possibility of deploying text analytics software within their operations should be diligent about asking vendors lots of questions, according to one expert. Giving vendors the third degree is especially important when shopping for text analytics technology because there is a wide range of offerings on the market at various levels … Sigue leyendo

Contact center strives for strategic role in customer experience management

While the contact center might stand on the front lines of day-to-day customer interaction, it is often overlooked as a linchpin in a broader customer experience management (CEM) initiative, in part because of outdated perceptions of the organization as a cost center, not as a strategic resource. In fact, experts say the old-school view of … Sigue leyendo

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