Managing millennials in call centers requires first understanding them, and transparent, open, specific, & connectiv...
What was perceived by contact center agents as a difficult customer was actually a frustrated customer not receiving des...
Contact center health assessment prevents crises & resolves issues, like annual wellness check we all do with our do...
Both timely customer communication in a CX crisis and taking responsibility by leaders are crucial for customers & i...
Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what c...
Employee suggestions should be solicited and encouraged through a system with follow-ups. By Peg Ayers Not everyone ...
Contact center virtual agents work from home, remote work, or use hybrid work model are helped by automation, voice bots...
Creating human community and human connection for call centers workforce using remote working, Work from home (WFH) or h...
