Insights, Research + News

Watch this insightful webinar with customer service veterans Casey Denby, Vinay Gupta, and Paul Klein. Where they examined how emerging AI technologies can finally deliver on long-promised innovations to empower front-line managers with actionable coaching insights.

In this webinar, customer experience experts Casey Denby and Nate Brown as they discuss what so many Contact Centers are getting wrong in their approach to agent development and retention and their recommendations for reversing the trend and building an outstanding experience with tenured agents.

In this on demand webinar, explore the main challenges that Holly sees from contact center leaders, emphasizing the need to hit quality assurance (QA) metrics while not losing focus on important soft skills such as empathy, active listening, and ensuring customer satisfaction.

In this webinar, Casey Denby, a former Contact Center Leader, and training thought leader, will share best practices and tools for accelerating the development of a proficient and confident team of agents with improved retention rates and better customer experiences.