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...
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...
Customers connect with agents who care at a contact center. Customers want to feel less lonely in handling issues, and c...
Call center metrics can include individual agent metrics, team metrics, call center metrics for both micro and macro vie...
