3 Ways to Improve Adherence in the Contact Center
Managing adherence is an age-old problem in the contact center. Here’s an updated take on a previous blog post to […]
Managing adherence is an age-old problem in the contact center. Here’s an updated take on a previous blog post to […]
One of the key coaching skills I discuss with managers is the difference between “telling” agents and “asking” agents. Most […]
Let’s face it…most agents want to be great agents. They want to keep their customers happy and that’s what we […]
A growing list of enterprise contact centers like Citi, British Gas and Aetna are reaping the strategic benefits of advanced […]
During February we celebrate Valentine’s Day, a holiday focused on making people feel special by telling them and showing them […]
I had the pleasure of attending a Forefront event in Dallas this fall. Forefront is a growing community of contact […]