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. […]
Over the past month, I have been keeping up with some great articles from peers and thought leaders, check out […]
Your contact center’s workforce management team carefully analyzes historical reports, factors in upcoming events and promotions that may impact call […]
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 […]