Human centered, holistic customer experience design improves a government contact center's operations as well as stakeho...
Many factors go into changing contact center hours of operation, such as call volume, demand forecast, agents occupancy,...
Managing millennials in call centers requires first understanding them, and transparent, open, specific, & connectiv...
What was perceived by contact center agents as a difficult customer was actually a frustrated customer not receiving des...
Contact center health assessment prevents crises & resolves issues, like annual wellness check we all do with our do...
Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what c...
Employee suggestions should be solicited and encouraged through a system with follow-ups. By Peg Ayers Not everyone ...
Contact center virtual agents work from home, remote work, or use hybrid work model are helped by automation, voice bots...
