As technology keeps advancing, the gap between in-person customer service and the online customer experience is closing. While there is […]
Metrics play an important role in every contact center. But when it comes to profitability, what are executives most concerned […]
I recently came across the following Chinese parable, and as I often do, wondered how this story might apply to […]
About two weeks ago, I was in a contact center with 250 agents. This center is one of six large […]
Having been in this business over 40 years and in over 1,000 call centers in five continents, I’ve seen some […]
In the contact center, metrics are always important. Whether in-house or outsourced, you can’t manage what you don’t measure – […]