How to prepare for changes in contact center hours of operation
Many factors go into changing contact center hours of operation, such as call volume, demand forecast, agents occupancy, SLA &
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Tag: ApexCX
Managing Millennials in Call Centers
Managing millennials in call centers requires first understanding them, and transparent, open, specific, & connective communication. By Colin Taylor I read
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A Difficult Customer was a Frustrated Customer Not Receiving Deserved Services
What was perceived by contact center agents as a difficult customer was actually a frustrated customer not receiving deserved Services.
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Contact Center Health Assessment Prevents Crises and Resolves Issues
Contact center health assessment prevents crises & resolves issues, like annual wellness check we all do with our doctors. By
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Customer Communication in a CX Crisis and Leadership Responsibility
Both timely customer communication in a CX crisis and taking responsibility by leaders are crucial for customers & internal workforce.
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Internal Quality Assurance (QA) Should be Based on External Customer Satisfaction (CSAT)
Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what customers want.
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