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We spend a lot of time talking about transformation, performance and what needs to improve. Do we spend enough time recognising what is already excellent and the people behind it?
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The importance of embedding effective coaching cannot be overstated. Coaching plays a crucial role in developing the skills and capabilities of employees, leading to improved performance, increased employee engagement, and enhanced customer satisfaction.
Fight fraud, not customers: A conversation on securing contact centres with CCA Global & Smartnumbers
This research project, in association with partners Twilio, seeks to understand the key concerns, areas of focus and issues that customer experience professionals will be working to improve through 2018. It examines the views of customer experience profes
In partnership with Twilio, this report offers an insight into the challenges being faced by CX organisations across the industry, with regards to digital transformation, People and HR, and service expectations among other areas, and asks what can be done
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