How to prepare for changes in contact center hours of operation
Many factors go into changing contact center hours of operation, such as call volume, demand forecast, agents occupancy, SLA &
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Tag: customer services
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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QA Monitoring (Quality Assurance) for Performances of Both a Contact Center and Its Agents
QA monitoring at the director level is about the overall performance, but as a supervisor or from the lead perspective
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The Risks and Benefits in Managing AHT (Average Handle Time) for Contact Centers
The risk in only managing AHT to the average is agents then watch their time and don’t focus on fixing
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