FCR, CRM data, or the “good enough” KPI
If the purpose of directional KPI for contact centers, such as FCR and CRM, is to tell us movement and
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Category: Contact Centers
Developing Mission, Vision and Guiding Principles in Call Center Operations Improves Customer Experience
Call center mission, vision, guiding principles can help improve operations and customer experience, and motivate employee engagement. by Patricia Ballantyne
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Why an Interim Manager Is Needed During Contact Center Leadership Transition?
An Interim manager helps a contact center transition to new leadership when finding & developing the new leader requires time
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Work from home & in-office rotation: process, procedures, protocols
Develop processes, procedures, protocols for work from home agents' hiring, coaching, training, company culture engagement, with AI, automation, & technology.
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Quality Control versus Efficiency? And the winner is …
Quality control based on voice of customers can improve contact centers CX service quality and efficiency -- both are important
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After a Contact Center Consultant Leaves, How to Maintain Longterm Success
A contact center consultant recommends changes in People, Process, Technology and Methodology as CX assessment; to implement transformation, a call
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