Average handle time (AHT) gives insights on how to improve CX efficiency, self service, Interactive Voice Response (IVR)...
AHT (average handle time) can stay in the way of improving call center First Contact Resolution (FCR). By: Turaj Seyraf...
Supervisors at customer contact centers: promotion, training, trust building, leading by example. By: Peg Ayers, MBA, C...
Quality assurance 3 key factors for a contact center and CX support: simplicity, actionable feedback, and monitor and re...
Actively seeking anonymous employee feedback leads to employee engagement and valuable insights for improving customer e...
For a contact center supervisor or manager to engage workforce, here are five ways to Streamline, Interact and onboardin...
Some of the 10 steps to creating great outsource partnership are planning, verifying, training, quality control, reporti...
Eight tips for contact center knowledge base management: capture, structure, improve, reuse, content health, process int...
