A structured training process will produce more effective agents, more consistently, and cost less than the buddy system...
Hybrid work environment, in office, work from home, and remote work model require contact centers to create new workforc...
Hybrid work model, remote work, WFH require changes in compensation plans in contact centers or call centers in the US t...
Call center mission, vision, guiding principles can help improve operations and customer experience, and motivate employ...
An Interim manager helps a contact center transition to new leadership when finding & developing the new leader requ...
Quality control based on voice of customers can improve contact centers CX service quality and efficiency -- both are im...
A contact center consultant recommends changes in People, Process, Technology and Methodology as CX assessment; to imple...
There are many ways to show employee appreciation to the workforce in customer experience support services, contact cent...
