Employee retention for contact centers: what to do and not to do, to retain workforce, reduce attrition, and motivate ca...
Human centric design for government call centers to improve taxpayers experience, measure, analyze and improve based on ...
Call center average handle time analysis is key in calculating required staffing. It must start as process optimization ...
Supervisors at customer contact centers: promotion, training, trust building, leading by example. By: Peg Ayers, MBA, C...
CX (Customer Experience) & CSAT (customer satisfaction) start with contact center frontline employee engagement &...
The goal of AI is not just to streamline processes but to elevate the overall customer experience, a win-win for both cu...
