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Apr 26, 2019

"We're growing year over year, so it's not like we're looking to identify populations to exit from our organization. We want them to do meaningful work. We want them to be focused on the client needs, doing problem solving." - Steven Jo

Apr 25, 2019

As customer demands change, so too do expectations for contact center employees. Workforce management is consequently taking on renewed importance, and Thomas Kim of CIBC shares best practices in this exclusive interview.

Apr 24, 2019

"You always have different angles to consider, but gradually data is getting a bigger role in the decision making. If you would say that you would make big decisions based on just some big data outcome, it's not that easy.You have to consider different angles." - Tula Heikenan

Apr 23, 2019

"if we really want to help organizations advance, if we want to do things like process excellence, we can't get there without emotional excellence. That's the stripping point." - Ravi Rao

Apr 22, 2019

"It's truly how we interact with our customers through any digital channel that they want to interact with us with. Plus, how do we eliminate all manual roadblocks in that interaction, and also eliminate and accelerate how we deliver on the service." - Nadia de Villa