Managing millennials in call centers requires first understanding them, and transparent, open, specific, & connectiv...
Contact center health assessment prevents crises & resolves issues, like annual wellness check we all do with our do...
Both timely customer communication in a CX crisis and taking responsibility by leaders are crucial for customers & i...
Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what c...
Employee suggestions should be solicited and encouraged through a system with follow-ups. By Peg Ayers Not everyone ...
Creating human community and human connection for call centers workforce using remote working, Work from home (WFH) or h...
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...
