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Cass Ferris
Oct 76 min read
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
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
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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