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Erica Marois

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A passionate connector of people, Erica is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.

Articles by: Erica Marois

3 Reasons to Bring Social Media Into the Contact Center

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According to Sprout Social, 53% of customers say they're likely to buy from brands that are transparent on social media. And 86% of Americans say brand transparency is more important now than ever before. What does this mean for the contact center and the frontline employees serving customers day-t [...]

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Building a Culture of Innovation: 5 Business Leaders Share Tips

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Innovation has become a goal for businesses of all sizes. Entrepreneurs aspire to innovate and disrupt within their industry. Enterprise CEOs strive to build cultures of innovation. But what does it really mean? Wikipedia defines innovation as "a new idea, creative thoughts, new imaginations in the [...]

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The Small Business Owner's Guide to Navigating Tax Season

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Tax season is well underway, kicking off one of the most stressful times of the year for small business owners and tax professionals alike. Particularly for new business owners or entrepreneurs, this time of year can feel overwhelming and downright scary. The good news? We’re here to help! We reach [...]

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Is Your Communication Style Frustrating Your Colleagues?

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With more ways to communicate with our teammates than ever before, you'd think that office communication is better now than it was several years ago, right? Unfortunately, an overwhelming majority of employees disagree. According to a Salesforce study, 86% of employees and executives cite a lack of [...]

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3 Thought Leaders Discuss 4 Contact Center Trends to Watch

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There’s no shortage of predictions this time of year. From new technology to financial forecasts and labor statistics, ‘tis the season for keeping an eye on the trends. If you’re a contact center leader, in particular, you’ve likely been bombarded by newsletters, whitepapers, and webinars touting th [...]

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Work-Life Balance? Work-Life Integration? What's Realistic?

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In the grand scheme of things, the term “work-life” balance is still relatively new. Emerging on the scene in the U.K. in the late 1970s and taking hold in the U.S. in the 1980s, it’s now widely used but still highly debated. What does it mean? That answer is a bit complicated, as everyone seems to [...]

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