Cass Ferris
Achieving CX Excellence in Remote Contact Centers
With the right tech and processes, businesses can leverage remote work, adapt to changes, and boost employee and customer satisfaction.
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Informed Decisions. Innovative Leadership.
Cass Ferris
Aug 76 min
Revitalizing Customer Experience: The Untapped Power of Employee Value Propositions
A well-crafted and communicated EVP can help hire and retain exceptional talent and create a more engaged and productive team.
2530
Cass Ferris
Apr 196 min
Gamification: Leveling Up the Employee Experience
Gamification has been increasingly acknowledged as a tool for achieving motivational and behavioral goals for individuals and teams.
1,3640
Cass Ferris
Sep 11, 20234 min
Improving the Customer Experience Through Peer Mentoring
Peer mentor programs offer a multitude of benefits to both mentees and mentors.
430
Cass Ferris
Apr 5, 20235 min
Enhancing The Customer Experience By Using AI To Improve Agent Quality Through Better Coaching
Through Automated Quality Management, AI provides tools that enable quality leaders to identify coaching opportunities in near real-time.
220