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6 Ways To Prepare Call Center Employees For Difficult Calls

6 Ways To Prepare Call Center Employees For Difficult Calls: Develop Protocols, Train Employees, Discourage Holding, Allow Compensation, Hold Meetings, Consistent Praise

5 Trends Changing the Future of Contact Center Performance Management & Training

Execs in the Know Guest Blog Article and ICMI Featured Contributor Article. Looking at our industry, there are five clear trends that have, and continue to evolve our operational realities. We have to acknowledge and plan for how they affect our frontline Customer Service and Sales teams’ ability to engage, learn and perform.

What Do Millennials Want?

What do Millennials want? First, they want empowerment - Millennials want individual autonomy, and flexibility, with accountability for all. They want to do meaningful work, to belong and feel valued, to feel a sense of purpose and hope for what they can achieve, and to develop in their careers.

5 AI Use Cases in Contact Centers - But What About Supervisors?

There's a theme within the flurry of articles about AI, a common thread revealing where AI is being leveraged, and where AI appears largely under leveraged.

Deloitte's 2017 Global Call Center Survey

Deloitte's 2017 Global Call Center Survey released mid-May polled executives from over 450 contact centers in 16 countries about their current and future priorities over the next two years. Results shows close to 90% of respondents named 'Improving Customer Experience' as a strategic focus, and all respondents said they are planning to invest in "Emerging Technologies".

AI Could Liberate 50% of Managers' Time

AI augments human work - creating efficiency by automating administrative and organization tasks that managers don't have time for, (but without doing, can't be effective), freeing them to spend more time doing the things that humans do best.

How To Motivate Millennials

Motivating millennials takes more than flexible work policies!

60+ Generative AI Statistics You Need to Know in 2025

60+ Generative AI Statistics. Featuring the latest trends, challenges, ROI, and business case for Gen AI adoption in 2025.

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