Nov 22 3 mins, 54 secs read

Service Level Metrics is Specific to Each Contact Center

Service level is specific to each contact center: what is appropriate for one organization at 80-20 may be appropriate f...

Nov 22 2 mins, 21 secs read

Contact Center CX Technology 2019 and Beyond

AI, chatbots, voice bots, RPA, digital transformation, cloud, omni channel, real time analytics... are the contact cente...

Nov 22 5 mins, 4 secs read

Improving CX on a Budget with Customer Feedback

Improving customer experience can be done with customer feedback, by listening to customers, talking to customers, askin...

Nov 22 4 mins, 21 secs read

Leadership Soft Skills: Remember Names Can Go a Long Way

People skills, or soft skills are important tools for leadership, one of them is to remember names with visual and menta...

Nov 22 9 mins, 53 secs read

Team Strategies for a High-Performance Contact Center

To grow a high performance customer experience contact center or team, leadership strategies for team building, teamwork...

Nov 22 3 mins, 20 secs read

Contact Center CX Coaching Questions for Supervisors

Call center customer experience coaching and training is best through coaching questions to develop supervisors, contact...

Nov 22 4 mins, 19 secs read

Call on Hold Doesn’t Have to be Painful

By Peg Ayers When my father passed away, I spent hours in queue, waiting for help from a variety of companies and age...

Nov 22 2 mins, 50 secs read

Performance Management with SMARTER Goals that are Revisited Throughout the Year

By Peg Ayers Most organizations have year end performance evaluations, some have quarterly reviews.   Here are some...