While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in...
Read More >>>Monthly Archives: June 2018
The Power of Brand Advocacy
Do you know who your company’s brand advocates are? Do you recognize and engage with them? If you answered no to these questions, you may...
Read More >>>Common Causes of Employee Turnover
Excessive turnover costs an organization in many ways: Higher recruiting and training costs; a lower average experience level leading to higher handling times, more transferred...
Read More >>>7 Rules of the Road for Recruiting and Hiring
Transform Knowledge into Intelligence and Support
As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input...
Read More >>>Prioritizing Service Improvements
As a leader, you face many choices when deciding where and how to improve service. And the possibilities multiply when analyzing customer data from sources...
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