Blog2019-02-27T11:09:26-05:00

What is Contact Center Shrinkage?

By |July 29th, 2020|Categories: Customer Engagement, Elite Insights, Workforce Management (WFM)|Tags: , , |

What is Contact Center Shrinkage? Simply having the right people to handle customer interactions continues to be one of the most important aspects of customer service today.  Sure, there is self-service technology to help deflect [...]

Three Recommendations for Managing Work From Home Employees

By |June 30th, 2020|Categories: Customer Engagement, Employee Engagement, Quality Management|Tags: , , |

Three Recommendations for Managing Work From Home Employees Article from Sr. Solutions Marketing Manager Mary Lou Joseph, Verint Recently, Verint customer, John Barker, Managing Director at Capita, a large UK business process outsourcer, shared his [...]

Not “May I” but “Can I” Speak to a Supervisor?

By |June 9th, 2020|Categories: Customer Engagement, Elite Insights, Employee Engagement, Workforce Management (WFM)|Tags: , , |

Not “May I” but “Can I” Speak to a Supervisor? Time Off Management isn't Just for Agents It’s 6:45 a.m. on a bright and sunny Friday during the summer and she logs into her Workforce [...]

Cherry-Picking Calls for Coaching Leads to Frustration

By |June 2nd, 2020|Categories: Elite Insights, Employee Engagement, Quality Management|Tags: , , , |

Cherry-Picking Calls for Coaching Leads to Frustration Cherry-picking calls for coaching happens.  I've seen it time and time again.  Intentional or not, cherry-picking happens naturally and is perceived as unfair.  So what's the best way [...]

Group Elite Expands Executive Team Poised for Cloud and CX Technology Growth 

By |June 1st, 2020|Categories: Customer Engagement, News|Tags: , , , , |

Group Elite Expands Executive Team Poised for Cloud and CX Technology Growth  Montreal, Quebec - June 2, 2020 – Group Elite Communications, Inc. announces two new additions to their leadership team serving in the roles of marketing [...]

How do I monitor my contact center agents working from home?

By |May 13th, 2020|Categories: Customer Engagement, Employee Engagement, News, Quality Management, Workforce Management (WFM)|Tags: , , , |

How do I monitor my contact center agents working from home? In my home, we all drink a shot of vodka each time a journalist or family member uses the term "new normal" in conversation.  [...]