QA monitoring at the director level is about the overall performance, but as a supervisor or from the lead perspective i...
The risk in only managing AHT to the average is agents then watch their time and don’t focus on fixing the callers pro...
The first steps are to develop an appropriate definition, measurements and analysis of call handling in order to quantif...
AI, chatbots, voice bots, RPA, digital transformation, cloud, omni channel, real time analytics... are the contact cente...
Improving customer experience can be done with customer feedback, by listening to customers, talking to customers, askin...
People skills, or soft skills are important tools for leadership, one of them is to remember names with visual and menta...
To grow a high performance customer experience contact center or team, leadership strategies for team building, teamwork...
By Peg Ayers When my father passed away, I spent hours in queue, waiting for help from a variety of companies and age...
