CSAT Level: raise it by ownership, emotional connection, feedback for customer-centric products & services rather th...
Call center average handle time analysis is key in calculating required staffing. It must start as process optimization ...
Operational Indicators - Service Levels, ASA & Occupancy Rate, guide customer experience workforce management and CX...
Call Center Occupancy Optimization = workforce efficiency & CSAT. Calculation: Total Contact Time (Talk + Post call ...
Average handle time (AHT) gives insights on how to improve CX efficiency, self service, Interactive Voice Response (IVR)...
Actively seeking anonymous employee feedback leads to employee engagement and valuable insights for improving customer e...
For a contact center supervisor or manager to engage workforce, here are five ways to Streamline, Interact and onboardin...
Some of the 10 steps to creating great outsource partnership are planning, verifying, training, quality control, reporti...
