Where is the CX Inflection Point in Your Customer Engagement?
There comes a time in every company’s history, present time, or future when it must change or adapt – or […]
19
Jun
Archive Tag: agent performance
6
May
Customer Service Delivery in the Utilities & Energy Sector: Some Good News and More Work Ahead
For the utilities industry, recent years have brought good news along with the realization that there is still work to […]
24
Apr
A Real-time Frontline Workforce: Getting the Right People, in the Right Place, at the Right Time
(This blog post first appeared on ICMI on April 3, 2014.) As part of your frontline workforce, a contact center agent’s top […]
15
Apr
The Contact Center of the Future: Integrated Real-time Coaching
In our ongoing Contact Center of the Future blog series, we’ll like at some key trends and discuss insights that […]
1
Apr
3 Key Ways to Tame the Big Data Beast of Contact Center Metrics
Today’s contact center has the ability to capture a vast and invaluable amount of customer and performance-based data. Sounds awesome, […]
27
Mar
3 Contact Center Metrics You Should Hide from Your Agents
There are metrics generated by your switch or other reporting platforms that you do not want to put in a […]