FCR, an important contact center performance KPI, needs to be measured. FCR analysis helps with FCR problem shooting &am...
Employee engagement, virtually or in person, in best interests of all the stakeholders: customers, employees and the o...
CX improvement at call centers with mapping customer journey touch points & root cause analysis results in reduction...
Self service in the age of AI still requires proper planning and purpose-driving adoption of technology to enhance custo...
Why capping AHT and agents' wages would be two big mistakes for managing contact centers, leading to attrition and failu...
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)...
