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...

Nov 22 1 min, 21 secs read

Are You Increasing Customer Churn Due to Neglect at Your Contact Center?

Customer churn rate can be reduced by improving call center FCR performance, the hub of customer experience, and with cu...

Nov 22 4 mins, 53 secs read

CX Leadership Development Approaches: prepare, protect, train, reward, and inform.

CX leadership development approaches: prepare, train, appreciate, protect, reward, feedback, spend time & share righ...

Nov 22 3 mins, 55 secs read

7 Reasons You Need a Site Selection Consultant when Looking for a New Contact Center Site

Among 7 reasons for using a contact center consultant for site selection for a new contact center are experience, knowle...

Nov 22 2 mins, 21 secs read

Calculating Contact Center First Contact Resolution (FCR Calculation)

FCR calculation (first contact resolution) doesn't need to be an exact science, but it is one of the most important KPIs...

Nov 22 2 mins, 12 secs read

Post Pandemic Changes in Contact Centers: AI, Automation, ChatGPT, RPA…

"Post pandemic contact centers will continue to leverage AI and automation to reduce live-agent interactions. ChatGPT an...

Nov 22 5 mins, 13 secs read

True Leaders Are Not Just Bosses: How To Train Contact Center Leaders and Supervisors

How to train contact center leaders and supervisors, not just bosses? What are the pitfalls and winning recipes for new ...