As businesses embrace conversational AI, they must navigate the delicate balance between automation and human touch, ens...
Contact center improvement is an ongoing journey involving all levels. Here are 15 ideas for people, technology, process...
System implementation at contact centers needs careful planning, due diligence, RFP, vendors, project team, manager, &am...
With recruitment improvement, training programs, agent feedback, and workplace satisfaction measures, contact centers ca...
Staff retention and low employee attrition result from proactive employee communication & WFM (workforce management)...
Employee suggestions should be solicited and encouraged through a system with follow-ups. By Peg Ayers Not everyone ...
Improving customer experience can be done with customer feedback, by listening to customers, talking to customers, askin...
CX (Customer Experience) & CSAT (customer satisfaction) start with contact center frontline employee engagement &...
