Employee motivation and incentives for improving contact center customer experience: intrinsic and extrinsic motivation,...
Staff retention and low employee attrition result from proactive employee communication & WFM (workforce management)...
CSAT (Customer Satisfaction) and customer retention are the best internal metrics of quality assurance for contact cente...
Contact center health assessment prevents crises & resolves issues, like annual wellness check we all do with our do...
The risk in only managing AHT to the average is agents then watch their time and don’t focus on fixing the callers pro...
The first steps are to develop an appropriate definition, measurements and analysis of call handling in order to quantif...
Service level is specific to each contact center: what is appropriate for one organization at 80-20 may be appropriate f...
AI, chatbots, voice bots, RPA, digital transformation, cloud, omni channel, real time analytics... are the contact cente...
