How to Choose the Right CX Metrics: A Strategic Approach
September 14, 2024
Customer Experience (CX) is at the forefront of business success today. But with so many metrics to choose from, how do you determine which ones
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Expert Advice for BPO Partnerships: Why Workforce Management Should Be A Top Priority
September 7, 2024
Recently, I came across a question that caught my attention: “What’s the best advice you would give to someone just starting a BPO partnership?” This
Breaking Down Five9’s Analyst Briefing: What You Need to Know
August 13, 2024
Last week, Five9 held an analyst briefing that was nothing short of epic. Now, for those of us who might have missed it (I was
The Power of Purpose, People, and Technology Driving Results
July 25, 2024
In today’s fast-paced world, combining purpose, people, and technology is key to achieving great results. A recent event showed just how powerful this mix
What are the Key Characteristics of a Successful WFM Person?
July 11, 2024
https://youtu.be/0Fmvbf6P8dE Authored by: Juanita Coley Guest Interview: Jay Silva Hey, hey, hey guys, and welcome to another episode of WFM Tipsy Thursdays! And we’re here
AI and Cloud Migrations are upon us, and it impacts your CAREER
July 4, 2024
https://youtu.be/QVXt0VOiww8 Authored by: Juanita Coley Welcome back to another episode of Tipsy Thursdays, where we dive into the latest trends and insights that are all about
Zoom Workplace: Transforming Work into a Human Experience
June 28, 2024
In today’s fast-paced work environment, where remote and hybrid work setups are becoming the norm, the need for seamless communication and collaboration tools has never
What is an Arrival Pattern?
June 27, 2024
Authored by: Juanita Coley Guest Interview: Jenn Jones Hey, hey, hey guys and welcome to another WFM Tipsy Thursdays! In this week’s episode, we’re diving
Customer Care Dilemma: To Hire a VA or Build In-House?
June 21, 2024
Authored by: Juanita Coley Hey there fellow business owners, Juanita Coley here! So, let’s talk about a dilemma many of us face: handling customer communication.
Who is more important, the Employee or the Customer?
June 19, 2024
https://youtu.be/0CZGRTl5txw Authored by: Juanita Coley Hey there, welcome back to another episode of Tipsy Thursdays! In this week’s episode, we’re diving into a question that
WFM and Impacts on EX
June 11, 2024
https://youtu.be/jI9q2toC5s4 Authored by: Juanita Coley Guest Interview: Matt Armbruster Welcome back to another episode of Tipsy Thursdays where we talk everything about WFM, EX and
Verint TimeFlex Bot: Redefining Contact Center Agent Scheduling with AI
June 7, 2024
Verint® has unveiled a groundbreaking solution to revolutionize contact center operations. The recent announcement at Enterprise Connect 2024 introduced the Verint TimeFlex Bot, a sophisticated