Managing millennials in call centers requires first understanding them, and transparent, open, specific, & connectiv...
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...
Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what c...
Employee suggestions should be solicited and encouraged through a system with follow-ups. By Peg Ayers Not everyone ...
Creating human community and human connection for call centers workforce using remote working, Work from home (WFH) or h...
QA monitoring at the director level is about the overall performance, but as a supervisor or from the lead perspective i...
The first steps are to develop an appropriate definition, measurements and analysis of call handling in order to quantif...
