Customer Complaints Handling: a Personal Touch Builds Customer Relations
Customer complaints handling: adding a personal touch builds bonds between the consumer and the brand, creates customer relations after sale.
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Tag: contact center management
Hybrid Work Model May Signal the Need for New Compensation Plans at Many US Contact Centers
Hybrid work model, remote work, WFH require changes in compensation plans in contact centers or call centers in the US
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FCR, CRM data, or the “good enough” KPI
If the purpose of directional KPI for contact centers, such as FCR and CRM, is to tell us movement and
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Developing Mission, Vision and Guiding Principles in Call Center Operations Improves Customer Experience
Call center mission, vision, guiding principles can help improve operations and customer experience, and motivate employee engagement. by Patricia Ballantyne
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Why an Interim Manager Is Needed During Contact Center Leadership Transition?
An Interim manager helps a contact center transition to new leadership when finding & developing the new leader requires time
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Work from home & in-office rotation: process, procedures, protocols
Develop processes, procedures, protocols for work from home agents' hiring, coaching, training, company culture engagement, with AI, automation, & technology.
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