By Peg Ayers Most organizations have year end performance evaluations, some have quarterly reviews. Here are some...
Customer churn rate can be reduced by improving call center FCR performance, the hub of customer experience, and with cu...
CX leadership development approaches: prepare, train, appreciate, protect, reward, feedback, spend time & share righ...
Among 7 reasons for using a contact center consultant for site selection for a new contact center are experience, knowle...
FCR calculation (first contact resolution) doesn't need to be an exact science, but it is one of the most important KPIs...
"Post pandemic contact centers will continue to leverage AI and automation to reduce live-agent interactions. ChatGPT an...
How to train contact center leaders and supervisors, not just bosses? What are the pitfalls and winning recipes for new ...
Employee empowerment is to trust the frontline call center agents with decision making for refunds and other matters, si...
