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By Greg Salvato
The 3 Step Strategy for Customer Contact Victory in the WFH Age
Words aren’t remotely enough to convey the extreme level of gratitude we owe to the nurses, doctors, respiratory therapists, and other medical workers entrenched in the frontlines of the COVID-19 pandemic...
By Greg Salvato
Why Your Customer Contact Operations May Be Failing and What You Can Do to Fix It
Achieving lasting success in the contact center hinges on the effectiveness of frontline leaders. Few would argue that any other resource possesses greater capacity to influence everything that matters most in the customer contact organization...
By Andrew Prokop
Game On -- The Gamification of the Contact Center
I'm sure we've all been asked to name our worst job. For me, it was washing dishes at John Gardiner's Tennis Ranch. I worked the breakfast shift and clocked in at the absurd hour of 5:00 in the morning. Not only did I have to put up with scalding hot water, an overbearing chef...
By Greg Salvato
Extreme Makeover: Gamification Changes the Face of Telecom Contact Centers
In its heyday, the home improvement reality show Extreme Makeover: Home Edition was appointment TV. Ty Pennington and his crew of exuberant carpenters, architects, contractors and designers would, in just a week, transform a worn-out house into an unbelievable dream home for a lucky family sent away on vacation. Witnessing...
By Greg Salvato
Gamification: The Performance Management Transformation Catalyst for Utility Contact Centers
Today's dynamic business landscape, no matter the field, offers profound opportunities and attendant challenges. Utility companies, in particular, are routinely faced with emergency conditions and unplanned events that can affect hundreds, if not thousands or millions, of customers - all of whom are looking to speak with a live person...
By Greg Salvato
Gamification Revs Up Employee Engagement and Business Performance in Contact Centers
Employee engagement is widely recognized as essential to high performance cultures. In fact, research from Gallup reports that companies with highly engaged workforces outperform their peers by 147% in earnings per share and enjoy 25-65% less turnover and 37% less...
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