Employee engagement, virtually or in person, in best interests of all the stakeholders: customers, employees and the o...
Why capping AHT and agents' wages would be two big mistakes for managing contact centers, leading to attrition and failu...
Contact Center Staff Management: Employee Engagement, Training Programs, and Trying New ESAT & CSAT Measures. by JD...
Employee motivation and incentives for improving contact center customer experience: intrinsic and extrinsic motivation,...
With recruitment improvement, training programs, agent feedback, and workplace satisfaction measures, contact centers ca...
Staff retention and low employee attrition result from proactive employee communication & WFM (workforce management)...
CSAT (Customer Satisfaction) and customer retention are the best internal metrics of quality assurance for contact cente...
Many factors go into changing contact center hours of operation, such as call volume, demand forecast, agents occupancy,...