As companies increase their focus on improving the customer experience, frontline workforces are getting more attention. Companies are realizing that […]
When it comes to customer service, wait time is downright evil. It’s just ridiculous that we pay companies for their […]
For the utilities industry, recent years have brought good news along with the realization that there is still work to […]
(This blog post first appeared on ICMI on April 3, 2014.) As part of your frontline workforce, a contact center agent’s top […]
As a call center manager, working one-on-one with your agents can be the most productivity-enhancing tool at your disposal. Call […]
Few industries have undergone as much radical change in the past decade as healthcare. The healthcare industry is growing amid […]