Nov 27 3 mins, 20 secs read

Self Service in the age of AI

Self service in the age of AI still requires proper planning and purpose-driving adoption of technology to enhance custo...

Nov 26 1 min, 25 secs read

Capping Average Handle Time (AHT) and Wages are Surefire Mistakes for Contact Center Employee Management

Why capping AHT and agents' wages would be two big mistakes for managing contact centers, leading to attrition and failu...

Nov 26 8 mins, 51 secs read

Employee Motivation and Incentives for Improving Contact Center Customer Experience

Employee motivation and incentives for improving contact center customer experience: intrinsic and extrinsic motivation,...

Nov 26 4 mins, 17 secs read

Contact Center Staff Retention: Get Ahead of Trouble by Pinpointing Frontline Concerns

Staff retention and low employee attrition result from proactive employee communication & WFM (workforce management)...

Nov 26 3 mins, 52 secs read

CSAT (Customer Satisfaction), Customer Retention As Internal Metrics of Quality Assurance for Contact Centers

CSAT (Customer Satisfaction) and customer retention are the best internal metrics of quality assurance for contact cente...

Nov 26 3 mins, 37 secs read

Best practices or better practices for contact centers

Best practices or better practices for contact centers: it is a journey of constantly improving customer experience &...

Nov 26 3 mins, 15 secs read

Robocalls’ Impact on the Digital Contact Center

Public trust for telephony centered communication will erode by robocalls, impacting businesses with legitimate need to ...

Nov 25 4 mins, 35 secs read

How to prepare for changes in contact center hours of operation

Many factors go into changing contact center hours of operation, such as call volume, demand forecast, agents occupancy,...