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...
In employee communication, supervisors address employee behaviors for improvement and both parties assume the best inten...
Employee retention for contact centers: what to do and not to do, to retain workforce, reduce attrition, and motivate ca...
Cost of attrition for contact center workforce is calculated and weighed with factors such as recruiting and hiring, tra...
This is my top ten list of really dumb things that smart call and contact center management and executives do. If you ha...
Metrics for call centers: FCR (1st contact resolution), AHT (average handle time), SL (service level), ASA (average spee...
Attrition calculation for contact center or call center agents: (Total number lost/Average total staff) X 100 By: Peg A...
