The 3 P’s of Call Center Management
Call center management is no easy task. You hired your agents for one primary job: to interact with your customers, […]
27
Sep
Archive Author: Matt McConnell
25
Sep
Turnover a New Leaf: How to Reduce Attrition in the Call Center
The call center agent’s job isn’t an easy one. In addition to their primary job – interacting with customers and […]
2
Aug
7 Habits of Highly Effective Contact Center Managers
The late Stephen Covey wrote one of the most influential business management books of all time. The idea of intentional […]
20
Feb
Top 10 Reasons Most Contact Center Agents Burn Out
If you are in the call center business, you know a thing or two about turnover. There are many factors […]
16
Nov
The Intersection of Customer Effort and First Call Resolution
Of all the metrics in a call center, First Call Resolution often has the biggest impact on customer satisfaction, yet […]