Top 10 Reasons Most Contact Center Agents Burn Out
If you are in the call center business, you know a thing or two about turnover. There are many factors […]
20
Feb
10
Feb
The Benefits and Barriers to ROI implementation
In a previous blog post, I outlined the four basic steps to begin to implement a return on investment (ROI) […]
27
Jan
A Call Center’s Pathway to Achieving High-Performance Standards
As a call center expert, researcher and academic a common question I receive (probably two or more times per week) […]
20
Jan
Five Workforce Management Practices of World-Class Contact Centers
Strewn with such odd terms as Erlang C, rostered staff factor and trunk load, it’s no wonder that workforce management […]
16
Nov
The Intersection of Customer Effort and First Call Resolution
Of all the metrics in a call center, First Call Resolution often has the biggest impact on customer satisfaction, yet […]
10
Nov
What’s Your VIBE? Do You Have a Voice and Tone in Customer Interactions that Guide How You Connect with Customers? Part 2
Editor’s note: This is part two of What’s Your VIBE? Do You Have a Voice and Tone in Customer Interactions […]