Active listening skills can improve contact center leadership internal communication with employees and external custome...
Measure customer experience, then make it actionable as a team effort among CX leadership, front-line staff, suppliers a...
Many factors go into changing contact center hours of operation, such as call volume, demand forecast, agents occupancy,...
What was perceived by contact center agents as a difficult customer was actually a frustrated customer not receiving des...
Both timely customer communication in a CX crisis and taking responsibility by leaders are crucial for customers & i...
