Employee engagement, virtually or in person, in best interests of all the stakeholders: customers, employees and the o...
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...
Managing millennials in call centers requires first understanding them, and transparent, open, specific, & connectiv...
Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what c...
Creating human community and human connection for call centers workforce using remote working, Work from home (WFH) or h...
