Are You Using Customer Feedback to Improve Processes?
Sometimes we become so involved in the design, execution and gathering of data that we may not observe what is […]
2
Nov
Archive Tag: Call Center
17
Oct
Fear of Coaching
I love working with new coaches and helping them to become the best they can be. Most are very excited […]
29
Sep
Reduce Call Center Costs: Automation Outranks Alternatives
Balancing the need to reduce call center costs and keep customers happy is tough. However, Workforce Management (WFM) and contact […]
20
Sep
Following Call Center Procedures (Including This Bad One)
Let’s face it…most agents want to be great agents. They want to keep their customers happy and that’s what we […]
16
Jun
Advanced Intraday Automation – Getting a Seat at the Budget Table
In the prior blog article, “Why All the Fuss Over Advanced Intraday Automation,” we outlined the problems addressed, what it […]
6
Jun
Why All the Fuss Over Advanced Intraday Automation?
A growing list of enterprise contact centers like Citi, British Gas and Aetna are reaping the strategic benefits of advanced […]