By Peg Ayers Most organizations have year end performance evaluations, some have quarterly reviews. Here are some...
Employee empowerment is to trust the frontline call center agents with decision making for refunds and other matters, si...
Contact center scripts should sound unscripted. Always improve scripting with agents' feedback, recorded calls, and test...
AI supports contact center agents with Live Real Time Guidance & scripts, allowing live agents to focus on offering ...
Although contact center training and development costs can be in hundreds of thousands of dollars, it is an investment w...
Contact Center attrition, recruiting & training can cost $2.25 million for onboarding 70 new agents. Improve employe...
How to supervise and bond with call center employees: appreciate, listen to, train, develop, and hold accountable both s...
Hybrid work environment, in office, work from home, and remote work model require contact centers to create new workforc...
