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5 Key Skills Contact Center Leaders Must Have
What drives the most successful contact center leaders? Author and futurist Jacob Morgan explains the top skills CX leaders must have today.
How to Recognize and Reward Your Frontline Agents
Reward your frontline agents for their hard work and dedication with this guide on how to recognize and show appreciation. Learn to keep your agents motivated.
The True Cost of Employee Disengagement in the New Normal
New research shows employee disengagement is rampant: as many as one in three call center agents reported feeling disengaged at work.
5 Reasons Not to Ignore Call Center Agents | Uniphore
The key to delivering great CX is hidden in the angry rants of your customer service employees. Lean in to learn from your stressed out call center agents.
New Standards for Customer Contact Performance 2021- Key Highlights
Jafar H Syed, Uniphore, shares his insights on how AI-powered contact center solutions can drive a better agent experience and customer experience.
Delivering a Better Agent Experience to Drive a Better Customer Experience
Jafar H Syed, Chief Growth Officer of Uniphore, sharing his insights on delivering a better agent experience to drive a better customer experience
5 Questions on Agent Assist by Call Center Leaders| Uniphore
Agent assist software is all the rage these days. But what kinds of questions should you be asking before investing in a solution?
Stress and Anxiety Impacting Call Centers | Uniphore
It has never been more critical for organizations to care for their employees’ physical and mental wellbeing. Workplace stress causes U.S. businesses alone around $300 billion per year due to absenteeism, employee turnover and lost productivity. These figures are particularly applicable to businesses that operate call centers, as the job of a customer service agent is […]
Top Right Quadrant Hasn’t Changed, But What’s Going on in the Bottom Left?
Discover the shifts happening in Gartner’s WEM Magic Quadrant 2020 Report. Are WFM and QM old news? Read the post at Uniphore.com.