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Last updateWed, 24 Aug 2016 4pm

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Engagement: the “pulse” of your collaborators’ welfare

EBasileBy Elsa Basile - When you make your analysis as a leader, you recap your actions and many times you realize you have done it all: meetings, customized feedback. However, you realize that despite everything some people of your team do not achieve the expected performance

Advantages of the outsourcing versus in house contact center

satisfaccióncliente1 60 60By Álvaro Rodríguez Muñoz - More and more companies consider the contact center a strategic ally; as the company grows and the customers multiply, it turns out to be indispensable to rely on a channel that becomes the link between the end-user and the company.

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Post time: 2 days ago DSC00260If a contact center executive could have anything, it would be certainty… of contact demand, resource availability, operational efficiency, and of agent performance and customer experience delivery. And now, the best of these models also determine expected experience delivery.  A Contact Center Crystal Ball: Marrying the Analyses of Service, Cost, Revenue, and Now, Customer Experience
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Post time: 5 days agoaspectbook ARE YOU READY to meet the expectations of the new digital consumer?

Consumers today are mobile, self-reliant and demand fast, convenient access to information. In an age where the customer experience is the new battleground for winning and keeping customers, not adapting to meet the new rules of engagement can be catastrophic for your business. For more information, Read our eBook for statistics, insights and recommendations.

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Manual for Strategic Management Contat Center

Written by Elsa Basile. Learning Goals, Issues Debates, Case Studies on Human Capital, Technology, Operations and Management