People skills, or soft skills are important tools for leadership, one of them is to remember names with visual and menta...
To grow a high performance customer experience contact center or team, leadership strategies for team building, teamwork...
By Peg Ayers When my father passed away, I spent hours in queue, waiting for help from a variety of companies and age...
By Peg Ayers Most organizations have year end performance evaluations, some have quarterly reviews. Here are some...
Customer churn rate can be reduced by improving call center FCR performance, the hub of customer experience, and with cu...
FCR calculation (first contact resolution) doesn't need to be an exact science, but it is one of the most important KPIs...
"Post pandemic contact centers will continue to leverage AI and automation to reduce live-agent interactions. ChatGPT an...
Employee empowerment is to trust the frontline call center agents with decision making for refunds and other matters, si...
