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Apr 25, 2019

As customer demands change, so too do expectations for contact center employees. Workforce management is consequently taking on renewed importance, and Thomas Kim of CIBC shares best practices in this exclusive interview.

Apr 18, 2019

In this exclusive interview, Robert Gofourth of Blue Cross Blue Shield NC does not simply advocate for a switch to a competency-based quality model. He dives deep into the competencies necessary to connect with customer's in today's market.

Apr 11, 2019

Traditional quality scoring is broken. Lexi Emmons of Bright Horizons joins the CCW Digital podcast to provide the solution. Learn how to incorporate factors like emotion, empathy and personal connection into your assessment.

Apr 2, 2019

Best-selling author Shep Hyken reveals why "convenience" is the centerpiece of a great customer experience.