Call center mission, vision, guiding principles can help improve operations and customer experience, and motivate employ...
A contact center consultant recommends changes in People, Process, Technology and Methodology as CX assessment; to imple...
When failures occur in customer experience, using customer effort score (NES) helps identify the most efficient solution...
RFP Process for Contact Center Technology Solution Providers: Best Practices and a 10-Step Guideline, and technology acq...
Cost of attrition for contact center workforce is calculated and weighed with factors such as recruiting and hiring, tra...
Human centric design for government call centers to improve taxpayers experience, measure, analyze and improve based on ...
This is my top ten list of really dumb things that smart call and contact center management and executives do. If you ha...
CCO (Contact Center Outsourcing) quality program needs to measure by the qualitative metrics of the interaction from the...
