Blog

As competition becomes more and more fierce, it’s critical that brands have a well-designed strategy for providing enhanced customer experience.

Catherine Forino’s interest in customer experience (CX) was personal before it was professional.

Ever wonder what you would do with one extra day? That’s the gift a leap year gives us every four years—when the calendar delivers 29 days in February.

In today’s fast-paced and ever-evolving customer service environment, ensuring the well-being and job satisfaction of contact center agents is imperative.

It may be the most well-known recording of all time. Many can recite its words by heart, and it is heard daily by millions:

Onboarding a new employee is a rite of passage. We all go through it several times throughout our career. Personally, I’ve experienced pretty much every onboarding experience across the spectrum. From, “here’s your desk, good luck,” to a very thorough multi-day training. There’s a balance of course, onboarding from the point of view of the new hire is incredibly overwhelming. You’re dropped into a foreign environment and tasked with learning people, process, systems and culture as fast as humanly possible. From the point of view of your organization, there is an incredible opportunity when you’re onboarding a new employee. It’s a time when they are not yet incumbered by the day to day operation of your team.

Ensuring agents are trained, informed and up to speed on product, process and procedure is an ongoing and significant effort that contact center leaders find as a critical piece to keeping agents fresh and engaged. Balaji Venkatech Bala, Senior Director of Customer Support for Sum Total Systems, sums up the importance for scripting in his organization.