Contact Center 2.0: A Better Normal
Is it safe to go back to the office now? Should we go back? Do we need to? There are […]
29
Apr
17
Feb
Do You Even Know What is Happening in Your Back Office?
Consumers may not realize this, but many of the most important tasks required to provide a great customer experience (such […]
20
Mar
Spring Cleaning Time for Call Centers
Welcome to Spring! It’s time to clean the clutter and broken pieces out of our center house and bring in […]
11
Oct
Customer Success: Cost Reduction with Automation
What would it mean to your center if you could improve first call resolution (FCR)? Or reduce overtime pay? For […]
29
Sep
Call Center Cost Reduction: Automation Outranks Alternatives
Balancing the need to keep costs low and keeping customers happy is tough. But, Workforce Management (WFM) and contact center […]
31
Aug
Are You Showing Sincere Agent Appreciation?
We train our agents to thank our customers and show appreciation for their business. We coach to ensure that they […]