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 When my father passed away, I spent hours in queue, waiting for help from a variety of companies and age...
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...
FCR calculation (first contact resolution) doesn't need to be an exact science, but it is one of the most important KPIs...
"Post pandemic contact centers will continue to leverage AI and automation to reduce live-agent interactions. ChatGPT an...
