Why an Interim Manager Is Needed During Contact Center Leadership Transition?
An Interim manager helps a contact center transition to new leadership when finding & developing the new leader requires time
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Blog
Expert-written guidance on contact centers, outsourcing, AI in customer experience, and the metrics that actually move the business.
Work from home & in-office rotation: process, procedures, protocols
Develop processes, procedures, protocols for work from home agents' hiring, coaching, training, company culture engagement, with AI, automation, & technology.
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Quality Control versus Efficiency? And the winner is …
Quality control based on voice of customers can improve contact centers CX service quality and efficiency -- both are important
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After a Contact Center Consultant Leaves, How to Maintain Longterm Success
A contact center consultant recommends changes in People, Process, Technology and Methodology as CX assessment; to implement transformation, a call
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Employee Appreciation: Express Gratitude Around Holidays
There are many ways to show employee appreciation to the workforce in customer experience support services, contact center agents, and
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Employee Communication: It’s Not About You
In employee communication, supervisors address employee behaviors for improvement and both parties assume the best intention from the other. By
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