Seizing the Moments: The Insider’s Guide to Perfecting the Customer Journey
What are the top inhibitors to delivering a wonderful customer journey, and more importantly, the secrets to perfecting it? That’s the quest the International Customer Management Institute (ICMI) set out to unearth. Surveying hundreds of contact center professionals at leading brands worldwide, ICMI discovered common practices as varied as ‘blindfold driving’ to ‘analysis without data’. The good news? ICMI has the recommendations to help overcome these challenges.
A Blueprint for Successfully Deploying Remote Agents
This paper overviews essential best practices for successfully deploying a remote agent solution. Each best practice outlined is based on LiveOps’ years of real-world experience running one of the largest virtual contact centers in the world, with over 20,000 independent agents. You'll understand what it takes to manage agents successfully and how to achieve complete visibility and control needed to maximize performance.