Group Elite Blog

1 Minute Read

Ensuring Quality Service Across All Channels

In the age of multichannel, improving customer service is easier said than done. Customer service not only has to be perfect every time, but...

3 Minute Read

Creating Payroll Accuracy Within Workforce Management

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Customer Service for Millennials, from a Millennial

With an annual direct purchasing power of over $200 billion,  it is not surprising that companies all over North America are competing for...

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Using a Mobile App for Workforce Management

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Our Experience is Your Advantage

For nearly a decade, Group Elite has implemented solutions for Workforce Optimization (WFO) by hiring elite contact center engineers, consultants,...

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Your Quality Team Isn’t Evil: Handling Call Center Quality Disputes

Are you spending too much time working on quality or call center coaching disputes rather than on evaluating calls?

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What is Contact Center Shrinkage?

Simply having the right people to handle customer interactions continues to be one of the most important aspects of customer service today.  Sure,...

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How is Contact Center Technology Like Cars, Horses and Uber?

A look at the top 3 implementation challenges for contact center technology.

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The Key to Excellent Customer Service: Call Calibration

Offering excellent customer service is a priority for most companies. However,  offering excellent customer service is not just about saying the...

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Three Recommendations for Managing Work From Home Employees

Recently, Verint customer, John Barker, Managing Director at Capita, a large UK business process outsourcer, shared his story at Verint Virtual....

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Not “May I” but “Can I” Speak to a Supervisor?

Time Off Management isn't Just for Agents

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Cherry-Picking Calls for Coaching Leads to Frustration

Cherry-picking calls for coaching happens. I’ve seen it time and time again. Intentional or not, cherry-picking happens naturally and is perceived...

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Group Elite Expands Executive Team Poised for Cloud and CX Technology Growth

Montreal, Quebec - June 2, 2020 – Group Elite Communications, Inc. announces two new additions to their leadership team serving in the roles of...

3 Minute Read

How do I monitor my contact center agents working from home?

In my home, we all drink a shot of vodka each time a journalist or family member uses the term "new normal" in conversation.  I'm so tired of this...

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Group Elite & Verint Establish Strong Strategic Partnership

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Group Elite and Multiple Customers Switching to Verint as Their Global Solution Provider to Enhance Success

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Group Elite Wins Partner Awards for the Second Year in a Row

Orlando, Florida. Interactions 2016 Conference.