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 […]
If you are a contact center director, manager or supervisor, you most likely value your agents. You most likely strive […]
Up until relatively recently, many managers and executives considered the topic of employee engagement to be “soft.” Those that still […]
While at a contact center conference recently, I saw a very odd-looking little man who seemed rather nervous and out […]
Today’s contact center has the ability to capture a vast and invaluable amount of customer and performance-based data. Sounds awesome, […]
Look over at that workstation! It’s a customer service agent handling emails… no, it’s a sales agent handling calls … […]
Agents are pivotal in captivating and retaining customers. But they can be so wrapped up in meeting their metric of […]