The first steps are to develop an appropriate definition, measurements and analysis of call handling in order to quantif...
Service level is specific to each contact center: what is appropriate for one organization at 80-20 may be appropriate f...
People skills, or soft skills are important tools for leadership, one of them is to remember names with visual and menta...
To grow a high performance customer experience contact center or team, leadership strategies for team building, teamwork...
By Peg Ayers Most organizations have year end performance evaluations, some have quarterly reviews. Here are some...
FCR (first contact resolution) measures contact center cost & performance. The higher FCR rate, the higher CSAT cust...
Hybrid work environment, in office, work from home, and remote work model require contact centers to create new workforc...
Hybrid work model, remote work, WFH require changes in compensation plans in contact centers or call centers in the US t...
