Operational Indicators - Service Levels, ASA & Occupancy Rate, guide customer experience workforce management and CX...
Call Center Occupancy Optimization = workforce efficiency & CSAT. Calculation: Total Contact Time (Talk + Post call ...
Supervisors at customer contact centers: promotion, training, trust building, leading by example. By: Peg Ayers, MBA, C...
Actively seeking anonymous employee feedback leads to employee engagement and valuable insights for improving customer e...
For a contact center supervisor or manager to engage workforce, here are five ways to Streamline, Interact and onboardin...
Call center metrics can include individual agent metrics, team metrics, call center metrics for both micro and macro vie...
CX (Customer Experience) & CSAT (customer satisfaction) start with contact center frontline employee engagement &...
The goal of AI is not just to streamline processes but to elevate the overall customer experience, a win-win for both cu...
