Best practices or better practices for contact centers: it is a journey of constantly improving customer experience &...
Public trust for telephony centered communication will erode by robocalls, impacting businesses with legitimate need to ...
Human centered, holistic customer experience design improves a government contact center's operations as well as stakeho...
Many factors go into changing contact center hours of operation, such as call volume, demand forecast, agents occupancy,...
Managing millennials in call centers requires first understanding them, and transparent, open, specific, & connectiv...
What was perceived by contact center agents as a difficult customer was actually a frustrated customer not receiving des...
Contact center health assessment prevents crises & resolves issues, like annual wellness check we all do with our do...
Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what c...
