Agent Performance Standards: Keep It Simple
In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted averages, percent time in this and that mode, formulas that would take a mathematician to figure out. Yes, if...
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 on customers, products, services and processes — information that, when captured, identified,...
Building a Good Culture
