Contact center health assessment prevents crises & resolves issues, like annual wellness check we all do with our do...
Both timely customer communication in a CX crisis and taking responsibility by leaders are crucial for customers & i...
QA monitoring at the director level is about the overall performance, but as a supervisor or from the lead perspective i...
The risk in only managing AHT to the average is agents then watch their time and don’t focus on fixing the callers pro...
Service level is specific to each contact center: what is appropriate for one organization at 80-20 may be appropriate f...
AI, chatbots, voice bots, RPA, digital transformation, cloud, omni channel, real time analytics... are the contact cente...
Call center customer experience coaching and training is best through coaching questions to develop supervisors, contact...
By Peg Ayers When my father passed away, I spent hours in queue, waiting for help from a variety of companies and age...
