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: CX data
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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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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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 for
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Contact Center CX Technology 2019 and Beyond
AI, chatbots, voice bots, RPA, digital transformation, cloud, omni channel, real time analytics... are the contact center CX technology 2019
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Improving CX on a Budget with Customer Feedback
Improving customer experience can be done with customer feedback, by listening to customers, talking to customers, asking & surveying them.
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