Call center shrinkage may seem like a necessary evil by yesterday’s standards. However, technology that works in real-time – contact […]
The phrase “employee retention” sends shivers down the spines of some folks. And it ought to. Employee turnover is expensive […]
What is storytelling, and why is it an important tool to have in your CX Toolbox? In a post I […]
The world is changing and contact centers have to keep up. Generation Y – the “Millennial” generation – has a […]
Whether you call it employee development or skills enhancement, it’s all about training our agents and leaders to be successful with […]
In our ongoing Contact Center of the Future blog series, we’ll like at some key trends and discuss insights that […]