To your customers, the most important C-level position in your company is the CSR. Hopefully your contact center understands just […]
When selecting strong candidates for your contact center’s peer mentoring program, don’t overlook your agents who aren’t wearing any pants. […]
All work and no play makes Jack a dull agent – and quite possibly an unmotivated and unproductive one, as […]
Your contact center’s workforce management team carefully analyzes historical reports, factors in upcoming events and promotions that may impact call […]
Most contact center organizations no doubt believe they are customer-centric, and they do indeed try to back that claim up […]
Just because agents get through training doesn’t mean that training gets through to agents. Training in the contact center isn’t […]