Contact Center Training Isn’t Buddy-Buddy
A structured training process will produce more effective agents, more consistently, and cost less than the buddy system approach. By
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Blog
Expert-written guidance on contact centers, outsourcing, AI in customer experience, and the metrics that actually move the business.
Hybrid Work Environment and Workforce Management (WFM) for Contact Centers
Hybrid work environment, in office, work from home, and remote work model require contact centers to create new workforce management
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Customer Complaints Handling: a Personal Touch Builds Customer Relations
Customer complaints handling: adding a personal touch builds bonds between the consumer and the brand, creates customer relations after sale.
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Hybrid Work Model May Signal the Need for New Compensation Plans at Many US Contact Centers
Hybrid work model, remote work, WFH require changes in compensation plans in contact centers or call centers in the US
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FCR, CRM data, or the “good enough” KPI
If the purpose of directional KPI for contact centers, such as FCR and CRM, is to tell us movement and
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Developing Mission, Vision and Guiding Principles in Call Center Operations Improves Customer Experience
Call center mission, vision, guiding principles can help improve operations and customer experience, and motivate employee engagement. by Patricia Ballantyne
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