Managing Millennials in Call Centers
Managing millennials in call centers requires first understanding them, and transparent, open, specific, & connective communication. By Colin Taylor I read
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Blog
Expert-written guidance on contact centers, outsourcing, AI in customer experience, and the metrics that actually move the business.
A Difficult Customer was a Frustrated Customer Not Receiving Deserved Services
What was perceived by contact center agents as a difficult customer was actually a frustrated customer not receiving deserved Services.
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Contact Center Health Assessment Prevents Crises and Resolves Issues
Contact center health assessment prevents crises & resolves issues, like annual wellness check we all do with our doctors. By
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Customer Communication in a CX Crisis and Leadership Responsibility
Both timely customer communication in a CX crisis and taking responsibility by leaders are crucial for customers & internal workforce.
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Internal Quality Assurance (QA) Should be Based on External Customer Satisfaction (CSAT)
Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what customers want.
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Employee Suggestions and Feedback at Work Place: Are Your Employees Brave?
Employee suggestions should be solicited and encouraged through a system with follow-ups. By Peg Ayers Not everyone wants brave employees
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