AHT (Average Handle Time) and FCR (First Contact Resolution)
AHT (average handle time) can stay in the way of improving call center First Contact Resolution (FCR). By: Turaj Seyrafiaan
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Blog
Expert-written guidance on contact centers, outsourcing, AI in customer experience, and the metrics that actually move the business.
Leading by Example: What Contact Center Supervisors Need to Know
Supervisors at customer contact centers: promotion, training, trust building, leading by example. By: Peg Ayers, MBA, CCXP “What you are
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3 Key Factors for Successful Quality Assurance
Quality assurance 3 key factors for a contact center and CX support: simplicity, actionable feedback, and monitor and recording for
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Employee feedback is Better Anonymously to Improve CX & Engage Workforce
Actively seeking anonymous employee feedback leads to employee engagement and valuable insights for improving customer experience and work. By: Peg
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5 Ways for a Call Center Supervisor to Engage Workforce
For a contact center supervisor or manager to engage workforce, here are five ways to Streamline, Interact and onboarding agents
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10 Steps to Creating Great Outsource Partnerships
Some of the 10 steps to creating great outsource partnership are planning, verifying, training, quality control, reporting, providing resources, etc.
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