FCR, an important contact center performance KPI, needs to be measured. FCR analysis helps with FCR problem shooting &am...
A contact center forms a professional partnership with the organization by collecting customers’ input data as an impo...
Employee engagement, virtually or in person, in best interests of all the stakeholders: customers, employees and the o...
CX improvement at call centers with mapping customer journey touch points & root cause analysis results in reduction...
Self service in the age of AI still requires proper planning and purpose-driving adoption of technology to enhance custo...
Measure customer experience, then make it actionable as a team effort among CX leadership, front-line staff, suppliers a...
Why capping AHT and agents' wages would be two big mistakes for managing contact centers, leading to attrition and failu...
Contact Center Staff Management: Employee Engagement, Training Programs, and Trying New ESAT & CSAT Measures. by JD...
