The Power of Recorded Calls in Coaching
Most contact center agents truly want to do a great job. They want to efficiently resolve caller issues, create memorable […]
Most contact center agents truly want to do a great job. They want to efficiently resolve caller issues, create memorable […]
A key agent-level metric in any contact center is Adherence to Schedule – also known simply as “adherence” or, in […]
I recently attended a large conference for contact center professionals where the most common question I heard – after “Who […]
Strewn with such odd terms as Erlang C, rostered staff factor and trunk load, it’s no wonder that workforce management […]
Few metrics have made contact center managers drool like first call resolution (FCR) has. And with good reason: FCR has […]