Why Every Employee Needs Customer Engagement Training
One of my favorite customer service quotes is by Karl Albrecht, founder of the Aldi supermarket chain, who wisely said, […]
One of my favorite customer service quotes is by Karl Albrecht, founder of the Aldi supermarket chain, who wisely said, […]
Whether you call it employee development or skills enhancement, it’s all about training our agents and leaders to be successful with […]
Many companies spend a majority of their time and budgets on chasing business instead of taking care of the customers […]
It’s tempting to be passive and reactive when monitoring for quality. We plug into phones, look at emails sent, listen […]
Contact Center Attrition Contact Center Attrition Tip #1 Frontline supervisors and leads have the keys to combat the reasons for […]
A Quality Manager once told me, “We seem to focus on activity, not results” and unfortunately he spoke the truth. […]