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There is a strong correlation between delivering an exceptional customer experience and agent engagement. When agents are satisfied and engaged, they provide better service to customers. So why are only 32% of employees engaged in their jobs? Learn the reasons why agents are disengaged and how Adaptive WFO can create a more positive work environment.

In part 2 of this series, we examined some of the key processes where we often begin an optimization initiative. In this third and final installment, we will look at how a major retail client of EPIC Connections realized a staggering ROI after undertaking a strategic technology optimization project. Like many retailers, our customer was looking to balance...

Even well-planned sales compensation projects can go astray. It’s not only the technology scope and multiple stakeholders that can complicate things, but also the need to cooperate and work closely with an outside vendor.

Why Customers Make Great Coaches

Customer experience is a huge factor in bringing consumers back into the fold as repeat customers. A major facet of a customer’s experience is the customer service exchanges they have with your company’s representatives. Any employee that a customer talks to is the face of your business during that interaction. If your employees are interacting with a...

It is sometimes so hard to narrow down the great content for CMOs each week to just 5 pieces, that this week we have 6 pieces for you. Featuring Lauren Teague on Convinceandconvert.com talking about getting ahead of this year’s social media trends; Marketo.com with a great blog on 3 trends that will drive digital transformation; The great Ted Rubin with his “Good Marketing + Great Customer Service = Omni-Channel Success;” and more... Also don’t miss this week’s TWEET OF THE WEEK from @TheCMOclub. Enjoy!

Shooting for the Stars? Big Goals Can Lead to Big Failures – Unless They’re SMART.