Turnover a New Leaf: Reduce Attrition and Improve Agent Engagement
Industry-wide, agent attrition is high, hovering around 30%. Not only is this expensive in terms of hard costs, but also opportunity costs such as customer satisfaction. Learn how to reduce attrition and increase agent engagement in your call center from industry experts. Download now >
The Value in Naysayer Feedback: Actionable Steps to Improve Customer Experience
Get insights from two industry experts on how to successfully solicit and use feedback to improve your business -- especially the negative kind. Download now >
Bridging the Communications Gap Between IT and Contact Centers
DMG Consulting gives insightful advice on how to address the internal conflict between IT and contact centers and establish a common goal -- providing outstanding customer experience. Download now >
Five Tips For Coaching Agents: Impact the Customer Experience
Study after study has shown: a well-coached agent is a happier, more productive agent. And in the call center, better agents equal a better customer experience. Download now >
Keeping Universal Agents Universal: Effective Time Management for the Multichannel Environment
Universal agents are in hot demand. But where do you find the time to effectively train agents so that they can handle all kinds of customer inquiries without breaking the budget or negatively effecting service levels? Download now >
Top Shrinkage Offenders: What You Can Do About It
What is shrinkage, really? When your agents aren’t on the phones, exactly what are they doing? What is the effect of all of these activities on customer service? And perhaps most importantly, is there anything you can do about it? Download now >
Top 3 Lies in the Call Center
Three untruths prevent call center management from recognizing the true potential of agent idle time. Read this paper to learn how to fill time between customer interactions and increase productivity. Download now >
BPO: Competitive Advantage with Intradiem
Discover how Intradiem BPO clients outperform competitors in many quantifiable ways apparent to their clients and, in turn, increase the ability to earn additional, higher margin call volume, and improve profitability. Download now >
Contact Center Executive Roundtables: How Contact Centers Will Leverage Innovation to Create Great Agents and Outstanding Customer Experiences in 2012
Knowlagent shares the feedback from its exclusive executive roundtables, which discussed how contact centers can better leverage innovation to create great customers experiences and great agents. Download now >
Using Agent Idle Time to Improve Enterprise Performance and Profitability
DMG Consulting delves into the use of workflow and analytics-enabled applications to improve the productivity, effectiveness and overall performance of enterprise organizations. Download now >
The Power of Real-Time Delivery: Using Agent Idle Time to Improve Service
Make the most of idle time in your call center. The white paper from DMG Consulting explores using real-time delivery in the call center to: bolster service quality, increase agent satisfaction and reduce agent-related costs. Download now >
Social and Informal Learning: Finding Active Wait Time for agents to complete social learning
As social media continues to gain popularity, more companies are adopting social learning platforms where employees can share their knowledge, skills and experience with their peers. The result is more informed and productive agents, better overall customer service, and improved company culture. Read the white paper to learn more about social learning and how to find the time to make it work. Download now >
3 Myths Standing in the Way of Call Center Productivity
Three hurdles prevent call center management from recognizing the true potential of agent idle time. Read this paper to learn how to fill time between customer interactions and increase productivity. Download now >
Contact Center Coaching Best Practices: Outstanding Agents Strengthen Your Brand
Read this paper to learn how to build a winning coaching program, select the right mix of coaching techniques, and measure the effectiveness of the coaching program. Download now >
Contact Center Best Practices: Using Training to Achieve Enterprise Goals
When the contact center has to execute on these or other enterprise goals, training is a critical, but often short-changed management tool. Read this paper to avoid making costly mistakes. Download now >
