Joined March 2023
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When leaders struggle to manage challenges in their work environment, improving agent experience is the answer. Read more to learn why a positive agent experience leads to a positive customer experience here: cmpresearch.com/case-study/m…
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Deputy Divisional Director for @CustContactWeek, Amanda Caparelli, joined Shiwon Oh of @CCWomenStrong to discuss adaptability, ownership, and leadership. Read how she turned early challenges into growth here: blog.customercontactwomen.co…
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In order to set an effective strategy, it is key for functional leaders to identify their organization's existing challenges. Read more to understand how this strategy can assist leaders in expediting the time required to improve their enterprises here: cmpresearch.com/flexible-rem…
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As South Korean culture gains global attention, so do conversations around workplace gender inequality. @allyjung joined @CCWomenStrong's Shiwon Oh to discuss feminist activism, equity, and her book Flowers of Fire here: blog.customercontactwomen.co…
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The #CMPResearch Channel Optimizer (Self-Service or Live Support) tool helps organizations identify the ideal mix of live and self-service support channels. For this tool and more, download the Diagnostic Tools for Customer Contact & CX here: cmpresearch.com/flexible-rem…
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Leadership at @HomeDepot says its decision to separate merchandising and in-store customer service teams is already improving the customer experience. Read more in this article from @cxdive to see why: customerexperiencedive.com/n…
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SVP and Director of Customer Experience at First National Bank Texas, Jessica Lovell, explains how she has inspired audiences with her candor, resilience, and commitment to uplifting her community in this article from @CCWomenStrong. Read more here: blog.customercontactwomen.co…
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We are just one month from @CustContactWeek, the world's biggest customer contact event of the year.
Learn more about the speakers coming to #CCWVegas this June here: customercontactweek.com/ccw-…
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While gender pay gap progress has not always been linear, leaders like Adeola Ajani continue working to shift the narrative through empowerment and education. Learn more about her and her mission in this @CCWomenStrong article by Shiwon Oh here: blog.customercontactwomen.co…
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The Agent Staffing Calculator from #CMPResearch helps customer contact executives determine the right frontline staffing levels across phone, email, and chat channels. For this tool and more, download the Diagnostic Tools for Customer Contact & CX here: cmpresearch.com/flexible-rem…
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A Houston family lost their luggage after a Spirit Airlines flight, but recovery efforts stalled after the airline ended operations and its customer support. Read more about it in this article from @Daily_Express U.S.: the-express.com/travel/trave…
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From apple orchards to coastal Japan, Jaime Rinaldi has built a career defined by curiosity. In this conversation with @CCWomenStrong's Shiwon Oh, Rinaldi reflects on how meaningful connections shape the Exchange experience. Click here to read more: blog.customercontactwomen.co…
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If you are a #CMPResearch client, use our Self-Service Deflection Cost Savings Tool to run multiple scenarios and determine cost savings. If you aren't a client, become one here: cmpresearch.com/contact-us
For this tool and more, click here: cmpresearch.com/flexible-rem…
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Have you checked out the CCW Retail Executive Exchange coming this July 15-17 in Denver?
To learn more or request an invite, click here: ccwretailexchange.com/
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Mario Matulich, President of Customer Management Practice, and other industry experts share their thoughts on "no-reply" emails and impersonal touchpoints in this article by Christopher Elliott from @seattletimes. Click here to read more: seattletimes.com/life/travel…
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In response to the 2020 global pandemic, emerging leaders like Mary Zhu stepped up, combining vision, resourcefulness, and leadership to navigate uncertainty. Click here to read the full blog from @CCWomenStrong and Shiwon Oh: blog.customercontactwomen.co…
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Las Vegas is seeing a surge in corporate meetings. At Customer Management Practice, we’re proud to bring leaders together at events like #CCWVegas this June to fuel the future of #CX.
Read more in this article from @reviewjournal here: reviewjournal.com/business/c…
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The Predictive Employee Attrition Model for Customer Contact Functions from #CMPResearch forecasts attrition 6–12 months in advance and highlights what is most at risk. For this tool and more, download the Diagnostic Tools for Customer Contact & CX here: cmpresearch.com/flexible-rem…
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In this @CCWomenStrong interview with Shiwon Oh, Laura Hancock reflects on how she shows up as a leader and works to drive change every day. Read the full piece here: blog.customercontactwomen.co…
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#CMPResearch’s competency models, which power CMP Certified, provide a structured framework to identify the skills, behaviors, and capabilities that drive success. Explore your eligibility and see how CMP Certified can help you here: cmpresearch.com/competency-m…
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