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...
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...
Creating human community and human connection for call centers workforce using remote working, Work from home (WFH) or h...
QA monitoring at the director level is about the overall performance, but as a supervisor or from the lead perspective i...
The risk in only managing AHT to the average is agents then watch their time and don’t focus on fixing the callers pro...
