Making “greener” choices in the contact center can benefit both the environment and your bottom line. It can even help […]
The phrase “employee retention” sends shivers down the spines of some folks. And it ought to. Employee turnover is expensive […]
Metrics play an important role in every contact center. But when it comes to profitability, what are executives most concerned […]
Having been in this business over 40 years and in over 1,000 call centers in five continents, I’ve seen some […]
Fact: The employee experience drives the customer experience. I know I’m stating the obvious – but, shockingly, to many, it […]
Whether you call it employee development or skills enhancement, it’s all about training our agents and leaders to be successful with […]