Agents have many responsibilities, but their most important job is interacting with your customers and representing your company. Unfortunately, this...
All of the experts say that the cornerstone of a long and successful marriage is communication between the partners. This...
Griffin Hospital in Connecticut grows ten times faster than any other hospital in their state – because they have decided...
The contact center industry has historically been one plagued by high employee turnover. Particularly problematic (and expensive) is early agent...
Of all the metrics in a call center, First Call Resolution often has the biggest impact on customer satisfaction, yet...
Editor's note: This is part two of What's Your VIBE? Do You Have a Voice and Tone in Customer Interactions...
Zappos enormous success was created by its founder who wanted the company “vibe” to include a unique personality that draws...
Technology is a great and wonderful thing. The best thing about technology is that it frees up humans to do...
When an unhappy customer calls, does your frontline have “permission” to do the right thing? Learn how L.L. Bean continues...
Last night you were given a mandate by senior management to “do less with more” in your contact center. You...
