The dictionary defines efficiency as “effective operation as measured by a comparison of production with cost (as in energy, time
There are countless ways to motivate agents and other employees into improving performance. Most contact centers have tried the obvious
For improved insight into every interaction between a contact center agent and a customer, it’s hard to beat desktop analytics
Whether a contact center is launching a new performance management effort, or making changes to an existing program, the key
How does your contact center assess potential agent candidates? It’s an important question, because when you hire wisely you stand
February means Valentine’s Day, and romance is in the air. What could possibly be more romantic than a contact center?
Does your contact center offer messaging as an option? If not, it most likely will very soon. Look around anywhere
Business doesn’t stand still. So the techniques we use to measure our success in business must keep evolving as well.
We often say that contact centers are on the front line of customer service. They are also on the front
When contact centers add Monet WFM, the result is a more efficient operation. Benefits include accurate forecasts, better schedules, monitoring of
There are many different ways to approach the challenge of agent training. But most of them contain some variation of
One way to attract better contact center agents is to offer a path out of that job into a management
What is the difference between Quality Management (QM) and Total Quality Management? The answer is simple – Total Quality Management
It’s still January, which means we’re still sifting through articles all over the internet offering tips, strategies and predictions for
Some contact centers do not classify their customers at all – it’s just one more data list to track when
We don’t know about you, but we never thought emojis would go mainstream. Oh, sure, having them punctuate the emotional
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