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 […]
Let’s face it…most agents want to be great agents. They want to keep their customers happy and that’s what we […]
The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand […]
Whenever we deal with customers, we are asking our brains to do a lot. We are trying to see things […]
Recently I had a support team manager tell me that she had received feedback from a VP in the operations […]
Coaching in our centers can involve a wide variety of coaching activities and communication skills. Our agents may be focused […]
Workforce managers don’t have it easy. Not only are they responsible for accurately forecasting call requirements per half hour by […]