FCR, an important contact center performance KPI, needs to be measured. FCR analysis helps with FCR problem shooting &am...
Self service in the age of AI still requires proper planning and purpose-driving adoption of technology to enhance custo...
Why capping AHT and agents' wages would be two big mistakes for managing contact centers, leading to attrition and failu...
Employee motivation and incentives for improving contact center customer experience: intrinsic and extrinsic motivation,...
Staff retention and low employee attrition result from proactive employee communication & WFM (workforce management)...
CSAT (Customer Satisfaction) and customer retention are the best internal metrics of quality assurance for contact cente...
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 ...
