Archive Author: Greg Levin

Archive Author: Greg Levin

16 Oct

The Power of Recorded Calls in Coaching

Greg Levin

Most contact center agents truly want to do a great job. They want to efficiently resolve caller issues, create memorable […]

28 Aug

Present and Accountable: Paving the Way for Agent Adherence

Greg Levin

A key agent-level metric in any contact center is Adherence to Schedule – also known simply as “adherence” or, in […]

12 Mar

Agent Rewards & Recognition that Work – and Won’t Break the Bank

Greg Levin

I recently attended a large conference for contact center professionals where the most common question I heard – after “Who […]

20 Jan

Five Workforce Management Practices of World-Class Contact Centers

Greg Levin

Strewn with such odd terms as Erlang C, rostered staff factor and trunk load, it’s no wonder that workforce management […]

14 Oct

A Customer-Centric Approach to First Call Resolution

Greg Levin

Few metrics have made contact center managers drool like first call resolution (FCR) has. And with good reason: FCR has […]

Categories

Archive