Balancing the need to reduce call center costs and keep customers happy is tough. However, Workforce Management (WFM) and contact […]
When coaching with our agents, we have many important skills to focus on such as listening, use of empathy, following […]
Chapter One: Detective Holmes had solved many cases and now she had been brought in to a call center to […]
Understanding how to improve the customer experience from the inside out is one thing. Trying to attain the outside-in perspective […]
It may be common knowledge now that hearing from customers about what they really want and need from your organization […]
Whenever we deal with customers, we are asking our brains to do a lot. We are trying to see things […]