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Newsflash: You might be tracking the wrong metrics in your contact center.
Leaders, like you, use metrics...
Choosing to invest in your frontline agent success and happiness is choosing to deliver a better experience for your...
A high first contact resolution (FCR) rate is the ultimate goal of almost every contact center – and...
About a year ago, I went to the doctor because I kept getting these crazy headaches. They’d start right...
Putting old customer service strategies on repeat means also pressing repeat on the past 25 years of stalled...
Imagine if you’re a student and you’re in a class that has no rubric. Your assignments aren’t given...
What does good customer service mean to you?
To me, it’s getting fast help from a friendly...
I spend most of my work days on the computer, so when I need to contact a company,...
Data. Analytics. Usability. Omnichannel strategy. If you’re a contact center leader, you probably hear – and use –...