Measuring Agent Satisfaction: Why E-Sat Should Be a KPI in Your Contact Center
If you are a contact center director, manager or supervisor, you most likely value your agents. You most likely strive […]
If you are a contact center director, manager or supervisor, you most likely value your agents. You most likely strive […]
[The original post appeared on the CX Journey blogsite on August 26, 2014.] How well are your change management efforts […]
Look over at that workstation! It’s a customer service agent handling emails… no, it’s a sales agent handling calls … […]
A few years ago, I could go into a room full of workforce management (WFM) professionals and ask how many […]
Do you have a multi-channel workforce? Is it effective? When in the business of serving customers, the most important question […]
In our recent webinar, No More Lip Service: Customer Experience in the Age of the Customer, guest speaker Kerry Bodine […]