CCaaS (Contact Center as a Service) and the Contact Center Stack of Communication Platform, CRM, LMS, WFM, QM, & Bus...
Employee engagement, virtually or in person, in best interests of all the stakeholders: customers, employees and the o...
Measure customer experience, then make it actionable as a team effort among CX leadership, front-line staff, suppliers a...
Why capping AHT and agents' wages would be two big mistakes for managing contact centers, leading to attrition and failu...
Contact Center Staff Management: Employee Engagement, Training Programs, and Trying New ESAT & CSAT Measures. by JD...
Employee motivation and incentives for improving contact center customer experience: intrinsic and extrinsic motivation,...
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)...
