Quality control based on voice of customers can improve contact centers CX service quality and efficiency -- both are im...
A contact center consultant recommends changes in People, Process, Technology and Methodology as CX assessment; to imple...
In employee communication, supervisors address employee behaviors for improvement and both parties assume the best inten...
Employee retention for contact centers: what to do and not to do, to retain workforce, reduce attrition, and motivate ca...
Siloed and fragmented nature of the resultant data, a fully integrated solution, friction from your customer interaction...
When failures occur in customer experience, using customer effort score (NES) helps identify the most efficient solution...
RFP Process for Contact Center Technology Solution Providers: Best Practices and a 10-Step Guideline, and technology acq...
This is my top ten list of really dumb things that smart call and contact center management and executives do. If you ha...
