To grow a high performance customer experience contact center or team, leadership strategies for team building, teamwork...
Call center customer experience coaching and training is best through coaching questions to develop supervisors, contact...
By Peg Ayers Most organizations have year end performance evaluations, some have quarterly reviews. Here are some...
Customer churn rate can be reduced by improving call center FCR performance, the hub of customer experience, and with cu...
CX leadership development approaches: prepare, train, appreciate, protect, reward, feedback, spend time & share righ...
"Post pandemic contact centers will continue to leverage AI and automation to reduce live-agent interactions. ChatGPT an...
How to train contact center leaders and supervisors, not just bosses? What are the pitfalls and winning recipes for new ...
Employee empowerment is to trust the frontline call center agents with decision making for refunds and other matters, si...
