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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Cass Ferris
Aug 76 min read
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.
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Cass Ferris
Apr 196 min read
Gamification: Leveling Up the Employee Experience
Gamification has been increasingly acknowledged as a tool for achieving motivational and behavioral goals for individuals and teams.
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Cass Ferris
Sep 10, 20234 min read
Improving the Customer Experience Through Peer Mentoring
Peer mentor programs offer a multitude of benefits to both mentees and mentors.
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Cass Ferris
Apr 4, 20235 min read
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.
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Cass Ferris
Oct 6, 20226 min read
Using Leadership Development To Increase Retention
What can organizations do to develop leaders whose employees would never dream of leaving?
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Cass Ferris
Jul 5, 20227 min read
Onboarding: The First Step In Creating An Exceptional Associate Journey
New hires can quickly determine whether the organization lives up to the promises made during the interview process.
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Cass Ferris
May 4, 20226 min read
The Contact Center as a Voice of the Customer Tool
Because they play a significant role in the customer experience, contact center agents can serve as a credible, first-hand source of custome
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Cass Ferris
Dec 16, 20215 min read
The Search for Talent
Finding front-line talent has never been more challenging, but for innovative companies, it presents an unusual opportunity.
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Cass Ferris
Oct 13, 20216 min read
Creating Empathy Agents
Empathy is among the most important attributes to consumers when communicating with a live agent, second only to expertise.
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Cass Ferris
Aug 5, 20216 min read
Developing Managers Who Can Lead Digital Transformation
Insight for managers on how to empower their team with the tools to overcome challenges presented in a remote environment.
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Cass Ferris
Mar 25, 20216 min read
Leadership Training as Competitive Advantage in a Work-From-Home Environment
Managers had to determine how to support their team remotely while ensuring the client is receiving extraordinary experiences.
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