Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost...
Read More >>>Monthly Archives: July 2018
Common Misconceptions of Customer Service Quality Standards
Sometimes within an organization, there’s resistance to quality standards. Why is that? They’re a good thing, right? Dig a little deeper, and we’ve found there...
Read More >>>15 Ways to Strengthen Your Contact Center
For some contact centers, summer is a slower time of year with fewer customer contacts. If that is true for your center, you might take...
Read More >>>Connecting Hiring, Training and Coaching
5 Secrets to Better Scheduling Results
The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for...
Read More >>>Characteristics of an Effective Customer Service Strategy
Given fast-evolving customer expectations, every organization needs an effective customer service strategy to guide operations and decisions. Your service strategy is the bridge between the...
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