All work and no play makes Jack a dull agent – and quite possibly an unmotivated and unproductive one, as […]
Customer service in the call center today is a rapidly changing landscape. More and more companies are figuring out that […]
A Quality Manager once told me, “We seem to focus on activity, not results” and unfortunately he spoke the truth. […]
A recent call center study published by Avaya showed that nearly 80% of customers today still prefer to use the […]
Here’s a reality check. Today, Facebook has more than one billion active monthly users. Twitter boasts 500 million users and […]
Note: The following blog post and its associated webinar are intended for call center outperformers only. This webinar may contain […]