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Author: Greg Levin

By Greg Levin
in Best Practices / Metrics
on Sep 9, 2014

Measuring Agent Satisfaction: Why E-Sat Should Be a KPI in Your Contact Center

If you are a contact center director, manager or supervisor, you most likely value your agents. You most likely strive...

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By Greg Levin
in Corporate Culture
on Aug 5, 2014

6 Ways to Fully Engage Your Contact Center Agents

Up until relatively recently, many managers and executives considered the topic of employee engagement to be “soft.” Those that still...

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By Greg Levin
in Training / Coaching
on Jul 2, 2014

Agent Coaching that Your Workforce Actually Wants to Receive

According to a study that I've completely made up to make a point, 90% of contact centers either don’t provide...

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By Greg Levin
in Innovation
on Jun 3, 2014

2020 Vision: A Glimpse Into the Contact Center of the Near Future

 While at a contact center conference recently, I saw a very odd-looking little man who seemed rather nervous and out...

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By Greg Levin
in Corporate Culture
on May 6, 2014

4 Keys to Success with Your Home Agent Initiatives

What used to be viewed as an “edgy” staffing approach for the contact center is fast becoming a preferred one....

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By Greg Levin
in Best Practices / Metrics
on Apr 1, 2014

3 Key Ways to Tame the Big Data Beast of Contact Center Metrics

Today’s contact center has the ability to capture a vast and invaluable amount of customer and performance-based data. Sounds awesome,...

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By Greg Levin
in Best Practices / Metrics
on Mar 4, 2014

Measuring – and Continuously Improving – C-Sat Across Every Contact Channel

Customers today can hate you in a wide assortment of channels. That may not be the most positive and optimistic...

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By Greg Levin
in Workforce Infrastructure
on Feb 4, 2014

In Pursuit of Super Agents

Look over at that workstation! It’s a customer service agent handling emails… no, it’s a sales agent handling calls …...

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By Greg Levin
in Workforce Infrastructure
on Jan 7, 2014

Social and Mobile and Chat, Oh My!

Most of us are familiar with the scene from the classic film “The Wizard of Oz” where Dorothy, the Tin...

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By Greg Levin
in Workforce Infrastructure
on Oct 8, 2013

Put Your Metrics Where Your Mouth Is: Focus on Customer-Centric Measures

Agents are pivotal in captivating and retaining customers. But they can be so wrapped up in meeting their metric of...

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