Entries by @liveconx

Morale Mashup: Agent Autonomy and Other Key Strategies for Motivation

The secret’s out—motivated agents are productive agents. As expectations for customer service quality continue to grow (the 2015 State of Multichannel Customer Service Report revealed that 60 percent of consumers have higher expectations for service quality than they have in years past) contact centres must take all steps to make sure they can deliver the […]

3 Primary Responsibilities of Contact Centre Leaders

Contact centre leaders and contact centre managers sound similar, but share very different responsibilities to those under them. Did you know that a 2013 customer service survey by Deloitte found that 62 percent of organizations viewed customer service that was delivered through contact centres as a competitive differentiator?