Business Continuity for Your Contact Center Workforce
Business Continuity Plan First and foremost, our thoughts go out to everyone impacted by the virus. Like many other businesses […]
Business Continuity Plan First and foremost, our thoughts go out to everyone impacted by the virus. Like many other businesses […]
Managing adherence is an age-old problem in the contact center. Here’s an updated take on a previous blog post to […]
Sometimes we become so involved in the design, execution and gathering of data that we may not observe what is […]
We train our agents to thank our customers and show appreciation for their business. We coach to ensure that they […]
Having been in this business over 40 years and in over 1,000 call centers in five continents, I’ve seen some […]
How’s your brand today? Defining your brand used to be so much easier. In the good old days (for me, […]