Yoel Knoll
Are Your Service Agents Happy?
Why retaining customer service agents is the secret sauce of successful companies. Customer experience is arguably the most important differentiator in customer-facing service-oriented sectors, with finance, insurance, healthcare, etc, being some of the biggest. This being the case, customer experience management has become a top...
Five Things We Never Dreamed We’d Do with a Pocket Supercomputer (otherwise known as...
As someone born and raised in the 70’s and 80’s, let’s face it – this generation, commonly known as “Generation X,” has lived through a revolution. While the previous generation saw the invention of both radio and television, Gen X was really about the...
Putting an End to Digital Attrition; 5 Useful Tips
According to a recent study, 70% of customers who contact financial services institutions via traditional channels begin with an online search. What’s wrong with this picture? These are people with an active and convenient Internet connection, who know technology well enough to use it. So,...
Need to Get Your Contact Center’s Profitability Back? It Starts with Loyalty Building
Gone are the days when companies that sell goods and services to the public can succeed without effective Contact Center Operations (CCO). Banks, insurance companies, telecommunications service providers, and even hospitals successfully manage customer service and build brand loyalty with a strong CCO. CCOs can...