Category: Customer Experience

Your ideal contact center manager is out there – you just need to know what qualities to look for. Explore our hiring tips in this article…

The post How to Spot (and Hire) a Great Call Center Manager first appeared on Fonolo.

Last week, I talked to Miranda Cain, the managing director at Elev-8, a consultancy dedicated to changing behaviours to elevate business performance. The team behind Elev-8 won over 27 awards, including the UK Business Awards™️ in 2021. With over 25 years of experience in the L&D arena, Miranda understands well what it means to create…

The post Vulnerable leadership is key: building a bridge from intent to action appeared first on Customer Experience Magazine.

We’ve compiled a list of the most up to date forecasting methods for modern contact centers.

The post The Latest Forecasting Methods in the Call Center Industry first appeared on Fonolo.

There’s always something a bit magical about ICXA. Over the past three years, I’ve had the privilege of judging and engaging with some of the best CX initiatives in the world. Many of these inspire fresh thinking about how we practice customer experience. Some raise the bar for excellence and innovation. A few are game-changers…

The post The winning story: how is troy revolutionizing the debt collecting process? appeared first on Customer Experience Magazine.

Drift has released their new report, which analysed 41 million conversations looking at how conversations can convert to leads which will bring about more conversions, pipelines and happier customers. This is a short overview of the report: “The Science and Art of a Conversation” from a customer experience standpoint.    Conversations led to leads Over a…

The post Drift’s new report: how personalized conversations can convert to leads appeared first on Customer Experience Magazine.