Jean-Marc Robillard

Meet me at the corner of Technology Blvd. and Engagement St.

Although technologies in the areas of Enterprise Communications and CaaS (Communications as a Service) have advanced immensely in the last decade, most contact centers are still using traditional methods to manage their workforce. While there is nothing inherently wrong with that, it creates a...

Let’s talk about reducing contact center agent stress

On January 25th, Bell sponsored a very successful "Let's Talk" day again this year, and it reminded me of the upcoming Mental Health Week in Canada, which runs from May 1st-7th 2017. For anyone who has worked in customer service, or in a contact center...

Managing agent engagement for an improved CX

“Almost every survey highlights the high priority of employee engagement for organizations — especially as a leadership pain-point. But how much is leadership actively doing to lead this effort?” ~ Source: Twitter #ICMIchat - @paslec1925. This was an excerpt from a weekly industry chat I...

New Posts