CCaaS (Contact Center as a Service) and the Contact Center Stack of Communication Platform, CRM, LMS, WFM, QM, & Bus...
Why capping AHT and agents' wages would be two big mistakes for managing contact centers, leading to attrition and failu...
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)...
Many factors go into changing contact center hours of operation, such as call volume, demand forecast, agents occupancy,...
The risk in only managing AHT to the average is agents then watch their time and don’t focus on fixing the callers pro...
Service level is specific to each contact center: what is appropriate for one organization at 80-20 may be appropriate f...
By Peg Ayers When my father passed away, I spent hours in queue, waiting for help from a variety of companies and age...
