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Employee Engagement: The Key to Great Customer Experiences The philosophy behind optimising contact centre performance has fundamentally changed.  Contact centre managers and supervisors used to ask, “How do we get our agents to perform better?” In contrast, today’s contact centre leaders are asking, “How do we create an environment where our agents want to perform their best every day?”  The reason for this shift is simple. Research clearly shows that highly engaged contact centre employees

Top 5 Challenges of Modernizing Resource Capacity Planning Modernizing your approach to resource capacity planning isn’t all smooth sailing. While the end results are certainly worth the effort, you will experience some rough seas along the way. Anticipating and planning for these challenges will help your organization through the process with greater ease and speed. During the recent Planview webinar, “Modern PPM: 5 Practices to Drive Flexibility in Resource Planning,” Planview experts discussed how organizations could modernize

HR’s Complete Guide to Goal Setting Paula LeClair, US General Manager of Healthy.io, joined an expert panel for a roundtable discussion on how digital interventions can improve equitable care delivery. The panel included representatives from Independence Blue Cross and CVS Kidney Care. The event explored how data and community engagement are essential to driving improvements and overall equity of care. Knowledge about community health helps inform data-driven interventions and thoughtful solutions for patients and health

Align, Adapt, and Transform with Strategic Portfolio Management Learn how to use Strategic Portfolio Management (SPM) to overcome barriers undermining your organization’s ability to adapt and deliver value across the enterprise. Organizations need a way to drive value and achieve their strategic objectives, both in times of stability and when faced with disruption and economic uncertainty. The reality is most enterprises experience many pain points that stand in the way of achieving these outcomes. EPMOs