Today’s contact center has the ability to capture a vast and invaluable amount of customer and performance-based data. Sounds awesome, […]
There are metrics generated by your switch or other reporting platforms that you do not want to put in a […]
As a call center manager, working one-on-one with your agents can be the most productivity-enhancing tool at your disposal. Call […]
(This is a guest blog authored by Spence Mallder, SVP, GM Workforce Optimization, CTO of Aspect Software, originally published on […]
It’s tempting to be passive and reactive when monitoring for quality. We plug into phones, look at emails sent, listen […]
You need to make sure that your customer’s end-to-end journey, their customer experience, is seamless as they move from one […]