Staff retention and low employee attrition result from proactive employee communication & WFM (workforce management)...
CSAT (Customer Satisfaction) and customer retention are the best internal metrics of quality assurance for contact cente...
Best practices or better practices for contact centers: it is a journey of constantly improving customer experience &...
Public trust for telephony centered communication will erode by robocalls, impacting businesses with legitimate need to ...
Human centered, holistic customer experience design improves a government contact center's operations as well as stakeho...
Many factors go into changing contact center hours of operation, such as call volume, demand forecast, agents occupancy,...
Managing millennials in call centers requires first understanding them, and transparent, open, specific, & connectiv...
What was perceived by contact center agents as a difficult customer was actually a frustrated customer not receiving des...
