CSAT (Customer Satisfaction) and customer retention are the best internal metrics of quality assurance for contact cente...
Human centered, holistic customer experience design improves a government contact center's operations as well as stakeho...
Managing millennials in call centers requires first understanding them, and transparent, open, specific, & connectiv...
Employee suggestions should be solicited and encouraged through a system with follow-ups. By Peg Ayers Not everyone ...
Creating human community and human connection for call centers workforce using remote working, Work from home (WFH) or h...
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...
Call center customer experience coaching and training is best through coaching questions to develop supervisors, contact...
