Kelly Koelliker

Recent Posts

Creating Engaged Millennial Employees in Your Contact Center

Posted by Kelly Koelliker on 5/30/17 5:00 AM

Now that Millennials are officially the largest population segment, they can no longer be ignored. Organizations must come to terms with the idea that Millennials have different needs and skills, and make the appropriate changes in the workplace to maximize them. It seems that many businesses have a ways to go in achieving this, as research studies have shown that roughly 2/3 of today’s employees are disengaged in the workplace. So why is this? And what changes can be made to provide an engaging environment for this growing segment of the workforce population?

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Topics: knowledge management, TSIA Partners, millenials

Intelligent Customer Service: Connected, Contextual, Consistent

Posted by Kelly Koelliker on 2/9/17 5:00 AM

This article was originally published on the Verint blog on 2/1/2017

Today's customer is smart, engaged, connected and informed. To keep pace with this new breed of customer, organizations must also become smarter and more connected. Your employees are the gateway to your customers, and the best way to help ensure they stay satisfied and loyal is to empower your employees with the tools and tactics to provide superior service. Organizations seeking to provide intelligent customer service are able provide this level of service throughout the customer journey, even as it spans multiple channels.

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Topics: support, customer experience, social media, support services, social support, customer support, customer service

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