"Speed to Competency" includes metrics such as FCR, CSAT, Quality score, balanced scorecard, Agent engagement or ESAT, A...
Although contact center training and development costs can be in hundreds of thousands of dollars, it is an investment w...
Contact Center attrition, recruiting & training can cost $2.25 million for onboarding 70 new agents. Improve employe...
How to supervise and bond with call center employees: appreciate, listen to, train, develop, and hold accountable both s...
A structured training process will produce more effective agents, more consistently, and cost less than the buddy system...
Hybrid work environment, in office, work from home, and remote work model require contact centers to create new workforc...
Customer complaints handling: adding a personal touch builds bonds between the consumer and the brand, creates customer ...
Hybrid work model, remote work, WFH require changes in compensation plans in contact centers or call centers in the US t...
