FCR (first contact resolution) measures contact center cost & performance. The higher FCR rate, the higher CSAT cust...
How to supervise and bond with call center employees: appreciate, listen to, train, develop, and hold accountable both s...
Call center mission, vision, guiding principles can help improve operations and customer experience, and motivate employ...
An Interim manager helps a contact center transition to new leadership when finding & developing the new leader requ...
A contact center consultant recommends changes in People, Process, Technology and Methodology as CX assessment; to imple...
This is my top ten list of really dumb things that smart call and contact center management and executives do. If you ha...
For a contact center supervisor or manager to engage workforce, here are five ways to Streamline, Interact and onboardin...
CX (Customer Experience) & CSAT (customer satisfaction) start with contact center frontline employee engagement &...
