5 Tips To Attract Superstar Contact Center Employees - Webinar Recording 6/6/2019

Posted by lantelligence on Jun 10, 2019

Watch the recording of the recent webinar "5 Tips To Attract Superstar Contact Center Employees" from our new series "5 Tips From an Expert" with Mike Aoki. The guest experts are Sangeeta Bhatnagar, Founder of SB Global, Chair at GTACC and Jeff Doran, President of CCEOC.  

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Tags: Video, CCaaS, CCTR Operations, employee experience

3 Technologies to Drive Peak Performance of Your CC - Webinar Recording 4/4/2019

Posted by Galina Marcus on Apr 9, 2019

Watch the recording of the recent webinar "3 Technologies to Drive Peak Performance of Your Contact Center - Recommended by Industry Experts" from our new series "5 Tips From an Expert" with Mike Aoki. The guest experts are Kay Phelps, Senior Product Analyst @ 8X8 and Marty Tracey, CEO of LANtelligence.  

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Tags: Video, Customer Experience, CCaaS, CCTR Operations

5 Ways CX Journey Mapping Can Improve CSAT & NPS Results - Webinar Recording 2/21/2019

Posted by Galina Marcus on Feb 25, 2019

Watch the recording of the recent webinar "5 Ways CX Journey Mapping Can Improve CSAT & NPS Results" from our new series "5 Tips From an Expert" with Mike Aoki. The guest expert is Annette Franz, the Founder and CEO of CX Journey Inc.  

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Tags: Video, Customer Experience, CCaaS, CCTR Operations

Selecting the Right Technology Partner Should Be at the Top of Your Decision Criteria

Posted by Martin Tracey on Nov 19, 2018

A CCaaS Solutions Provider’s CEO Offers His Thoughts on the 2018 Contact Center Technology Survey Findings

Posted on Contact Center Pipeline Blog, 10/23/2019

As the second line of the 2018 Contact Center Technology Survey special report puts it, “Some things never change.” Every year, it is amazing to see an obvious disconnect between the way organizations select their contact center technology and their satisfaction with that technology.

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Tags: CCaaS, CCTR Operations

How EX affects CX and How to Succeed at Both - Webinar Recording 10/11/2018

Posted by Galina Marcus on Oct 12, 2018

Watch the recording of the recent webinar "How Employee Experience (EX) Affects Customer Experience (CX) and How to Succeed at Both". This time Mike Aoki,Erica Marois, Neal Dlin and Martin Tracey are talking about different aspects of employee experience, including geographically spread teams and changes that AI and Omnichannel bring to the table.

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Tags: Video, Customer Experience, CCaaS, CCTR Operations

Outsourced vs. In-House Customer Service

Posted by Mike Aoki on Jul 11, 2018

Benefits and Challenges of Outsourced Customer Service

When facing a choice of whether to outsource Customer Service or build an in-house department, many companies rush to compare the cost. But there are more aspects that you should consider. In this post, we brought two experts' opinions to give you a better perspective on both sides of the coin. 

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Tags: Customer Experience, CCaaS, CCTR Operations

CX Webinar Recording: New Trends Affecting the Future of Enterprise Contact Centers

Posted by Galina Marcus on Jun 22, 2018

Watch the recording of the recent webinar "New Trends Affecting the Future of Enterprise Contact Centers". This time Mike Aoki from Reflective Keynotes and the panelists were focusing on challenges and tough questions that leaders of the enterprise contact centers will face in the second half of 2018, next year and beyond.

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Tags: Video, Customer Experience, CCaaS, CCTR Operations

How to Choose Your Next Contact Center Solution

Posted by Martin Tracey on Jun 7, 2018

The New-Age Decision Making Process

These days, when an IT department is only partially involved in choosing new technology for various business needs, Managers who want to upgrade their department's software and hardware must be able to navigate the complex tech waters. Therefore, SaaS developers are adjusting their marketing to meet non-IT audience expectations. Suddenly, you find yourself buried in tons of white papers, infographics and videos promoting similar features for different brands.

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Tags: CCaaS, CCTR Operations

Maximize Agent Performance With the Right Coaching Tools

Posted by Mike Aoki on May 11, 2018

Using audio and screen recording for coaching Agents

I was on a harbor dinner cruise when the captain made a slight change in the boat's direction. It seemed like a minor adjustment at first. However, that slight change eventually made a huge difference! Miles later, the boat had completely turned around thanks to a small course correction.

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Tags: Customer Experience, CCaaS, CCTR Operations

CX Webinar Recording With Mike Aoki And Marty Tracey

Posted by Galina Marcus on Mar 30, 2018

What You Need To Know To Run Your Contact Center In The Future

Mike Aoki from Reflective Keynotes and Marty Tracey from LANtelligence are discussing the future of the contact center in the U.S. and Canada. The new generation of customers and Agents are demanding a new way of interaction with the business from inside and outside.

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Tags: Video, Customer Experience, CCaaS, CCTR Operations