All CX and Digital Transformation Articles in One Place
Here, we are sharing our library of the articles and blog posts about customer experience, workforce management, employee engagement and digital transformation of the contact centers.
We organized them by the relevance to the human resources and technical resources, so you can easily find the topic you are interested in. We have also put webinar recordings in a separate category. Lastly, you will find the topics organized in the chronological order with the older ones being in the bottom of the list.
Stay tuned, as we will be adding new items to this page.
What will you find here?
- Employee training and performance tips
- Analytical tips
- Financial tips and cases
- Tips for technology and functions
- Webinar recordings
Customer Experience & Employee Experience
- How Employee Experience (EX) Affects Customer Experience (CX) (time to read ~10 mins)
- Common Analytics Mistakes That Lead to Higher Agent Attrition (time to read ~9 mins)
- Are You Preparing Your Agents for the Next Wave of Contact Center Technology? (time to read ~7 mins)
- Maximize Agent Performance With the Right Coaching Tools (time to read ~9 mins)
- Outsourced vs. In-House Customer Service (time to read ~10 mins)
- The Value Of Executive Management In Customer Service (time to read ~11 mins)
- Bring Your Team Together In The Cloud (time to read ~7 mins)
Contact Center Digital Transformation
- Why Single Source of Data is Critical for The Enterprise Contact Center? (time to read ~11 mins)
- How to Choose Your Next Contact Center Solution (time to read ~13 mins) + Free Guidebook
- Omnichannel Contact Center Is No Longer Optional (time to read time ~10 mins)
- Contact Center Redundancy: What You Need to Know (time to read ~15 mins)
- Reporting Is a Key for Proper Contact Center Design (time to read ~12 mins)
- How To Virtualize Your Contact Center (time to read ~9 mins)
- Contact Center Design Starts With Reporting (time to read ~10 mins)
- Two Necessary Steps To Getting Contact Center-as-a-Service Right (time to read ~11 mins)
- Cloud Contact Center Immediate ROI (time to read ~7 mins)
- How To Make The Case For An Investment In New WFM Technology (time to read ~10 mins)
- Total Cost Of Ownership (TCO) Of Cloud And On-Premises Contact Center Platforms (time to read ~9 mins)
- TCO For A Mid-Size Cloud Contact Center (time to read ~17 mins)
- Make Time To Re-Evaluate Your Call Flow (time to read ~8 mins)
- CCaaS Means The Power Of The Contact Center Is Now Available To Everyone (time to read ~6 mins)
Recordings of CX Webinars
- How EX Affects CX and How to Succeed at Both (viewing time 53 minutes)
- October, 11, 2018
- Moderator: Mike Aoki @Reflective Keynotes
- Guest speakers: Erica Marois @ICMI, Neal Dlin @Chrous Tree, Martin Tracey @LANtelligence
- New Trends Affecting the Future of Enterprise Contact Centers (viewing time 45 mins)
- June, 22, 2018
- Moderator: Mike Aoki @Reflective Keynotes
- Guest speakers: Jeremy Watkin @FCR, Vafa Akhavan @NueBridge, Martin Tracey @LANtelligence
- What You Need To Know To Run Your Contact Center In The Future (viewing time 54 mins)
- March, 30, 2018
- Moderator: Galina Marcus @LANtelligence
- Guest speakers: Mike Aoki @Reflective Keynotes, Martin Tracey @LANtelligence