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Retaining Culture in the Remote Contact Center
In today’s remote work environment, keeping a handle on culture can feel like trying to hold sand in your fingers. Considering how teams are often
Why cultivating a strong employee culture is critical to great customer experience
The Situation: Customer experience (CX) leaders must cultivate a strong employee experience (EX) culture and strategy for CX success. Arbonne relied on its partner CXperts
Unfiltered Stories: Melissa O’Brien of HFS in conversation with Rolando Salinas & John Maczynski on Employee Engagement
The top two outcomes driving services adoption in 2020 are improving customer experience and improving employee experience (tied for first place!) It’s clear that enterprises
Transforming Contact Center Outcomes Through Employee Engagement
How you engage your workforce today is more important than ever. In an environment where your team is either distanced from one another within your
Hiring People – Getting it Right the First Time (All the Time!)
Agent attrition has always been a huge issue in the contact center industry. High turnover plagues BPO’s around the world for various reasons – high
Driving Excellence Using Work From Home Agents
A white paper for CXperts by RYAN STRATEGIC ADVISORY Introduction If one clear point has emerged from the past twelve months, it is that massive
Culture – the #1 Factor To Consider When Choosing a BPO Provider
Now that vaccines are becoming available, businesses around the world are going all out to exceed pre-pandemic norms. Everyone is looking to go beyond recovery
Does Your Contact Center Solution Provide Both Low Cost AND Value?
The difference between cost and value is a debate that has been argued over for many years in the contact center industry. Is it better
Planning A Nearshore CX Strategy For 2021
What happens now? After the dramatic changes we have seen throughout 2020, how do we know if we’re well prepared for the rest of 2021?