Employee empowerment is to trust the frontline call center agents with decision making for refunds and other matters, si...
AI supports contact center agents with Live Real Time Guidance & scripts, allowing live agents to focus on offering ...
"Speed to Competency" includes metrics such as FCR, CSAT, Quality score, balanced scorecard, Agent engagement or ESAT, A...
How to supervise and bond with call center employees: appreciate, listen to, train, develop, and hold accountable both s...
Hybrid work model, remote work, WFH require changes in compensation plans in contact centers or call centers in the US t...
An Interim manager helps a contact center transition to new leadership when finding & developing the new leader requ...
Develop processes, procedures, protocols for work from home agents' hiring, coaching, training, company culture engageme...
A contact center consultant recommends changes in People, Process, Technology and Methodology as CX assessment; to imple...
