Which of Your Agents Are ‘Manager Material’?
One way to attract better contact center agents is to offer a path out of that job into a management
Quality Management is Everyone’s Concern
What is the difference between Quality Management (QM) and Total Quality Management? The answer is simple – Total Quality Management
Customer Service Predictions for 2019
It’s still January, which means we’re still sifting through articles all over the internet offering tips, strategies and predictions for
How Speech Analytics Can Help You Keep Your Most Vulnerable Customers
Some contact centers do not classify their customers at all – it’s just one more data list to track when
Emojis At the Contact Center? Why Not?
We don’t know about you, but we never thought emojis would go mainstream. Oh, sure, having them punctuate the emotional
Three Essential Qualities Of an Efficient Contact Center
The dictionary defines efficiency as “effective operation as measured by a comparison of production with cost (as in energy, time
Help Desk Service: When KPIs Don’t Tell the Whole Story
Sometimes two statements can be true, even if they seem to conflict on the surface. Take KPIs at help desks.
5 “Musts” to Improve Your Quality Management Strategy
We all know the importance of quality management (QM). But we also know there are only so many hours in
Is the Best Service Still No Service?
Ten years ago, a book was published titled The Best Service is No Service: Liberate Your Customers from Customer Service,
Cutting Average Handle Time With a Robot Assistant
Most celebrities have personal assistants that take care of the routine tasks in their lives, so their rich and famous
Four Arguments Against Workforce Management – And Why They Are Wrong
We’ve always considered the superiority of workforce management over spreadsheets to be a no-brainer. The efficiency and accuracy WFM brings
Five Critical Tasks for Contact Center Supervisors
What does a contact center supervisor do? I’m sure that question has been asked by more than a few agents
Fighting the Negative Perception of the Contact Center Workplace
Why do so many people think contact centers are miserable places to work? Perhaps that’s the message they get on
How Retail Contact Centers Can Help Boost Sales
This is the busiest time of year for many retailers. But when one thinks about boosting holiday sales, they place