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

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.  [...]

CX Insights: Banking on Good Customer Service

By |March 13th, 2017|Categories: Customer Engagement|Tags: , |

CX Insights: Banking on Good Customer Service There is unprecedented  potential for customer experience innovation in the banking industry today. Mid-size and large banks are partnering with fintech start-ups and making massive investments to transform [...]

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GEC Celebrates 5 Years of Exceptional Service

By |February 14th, 2017|Categories: News, Uncategorised|

GEC Celebrates 5 Years of Exceptional Service Over the past five years, Group Elite has evolved from a service-focused organization to an award-winning global business with multiple service and solution offerings. Group Elite’s success is [...]

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The Key to Excellent Customer Service: Call Calibration

By |February 14th, 2017|Categories: Uncategorised|

The Key to Excellent Customer Service: Call Calibration Offering excellent customer service is a priority for most companies. However,  offering excellent customer service is not just about saying the right thing, it is also about [...]

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CX Insights: A New Approach

By |February 7th, 2017|Categories: Uncategorised|

The Key to Excellent Customer Service: Call Calibration By 2020, customer experience will overtake price as the most important brand differentiator.   To stay competitive, brands will constantly need to re-invent how they approach customer experience. [...]

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CX Insights: Communication Technology Trends

By |January 24th, 2017|Categories: Customer Engagement, Interactions, Uncategorised|

CX Insights: Communication Technology Trends Customer support has traditionally been transactional in nature.  A customer calls a support line with a problem, and a contact center agent tries to solve it. However, this indiscriminate approach [...]

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