Business Continuity Plan First and foremost, our thoughts go out to everyone impacted by the virus. Like many other businesses […]
Call center shrinkage may seem like a necessary evil by yesterday’s standards. However, technology that works in real-time – contact […]
Making “greener” choices in the contact center can benefit both the environment and your bottom line. It can even help […]
There’s something sinister seething through your call center. It’s keeping you from being the strategic superhero you’re meant to be. […]
Sometimes we become so involved in the design, execution and gathering of data that we may not observe what is […]
When coaching with our agents, we have many important skills to focus on such as listening, use of empathy, following […]