A structured training process will produce more effective agents, more consistently, and cost less than the buddy system...
Customer complaints handling: adding a personal touch builds bonds between the consumer and the brand, creates customer ...
Hybrid work model, remote work, WFH require changes in compensation plans in contact centers or call centers in the US t...
If the purpose of directional KPI for contact centers, such as FCR and CRM, is to tell us movement and trend, exact accu...
Call center mission, vision, guiding principles can help improve operations and customer experience, and motivate employ...
An Interim manager helps a contact center transition to new leadership when finding & developing the new leader requ...
Develop processes, procedures, protocols for work from home agents' hiring, coaching, training, company culture engageme...
Quality control based on voice of customers can improve contact centers CX service quality and efficiency -- both are im...
