Average handle time (AHT) gives insights on how to improve CX efficiency, self service, Interactive Voice Response (IVR)...
Supervisors at customer contact centers: promotion, training, trust building, leading by example. By: Peg Ayers, MBA, C...
Actively seeking anonymous employee feedback leads to employee engagement and valuable insights for improving customer e...
For a contact center supervisor or manager to engage workforce, here are five ways to Streamline, Interact and onboardin...
Five reasons for common failures of new call centers or Contact Centers: lack of vision, planning, labor & failure t...
CX (Customer Experience) & CSAT (customer satisfaction) start with contact center frontline employee engagement &...
The goal of AI is not just to streamline processes but to elevate the overall customer experience, a win-win for both cu...
What's driving contact centers reshoring after outsourcing to offshore BPO, are culture alignment, customer experience, ...
