Your workers are your biggest asset. Whether accounting or HR, sales managers or contact center agents, your staff is critical to day-to-day operations and a vital element in the organization’s competitive advantage. Being such a contributing factor to an organization’s success (or failure), employees need to be appropriately managed to ensure increased productivity and morale […]
Make Customer Experience Your Competitive Advantage The contact center space is a $30B market right now and it’s getting a lot of buzz as customer experience and the customer journey have moved to the top of company priorities lists. Customers expect companies to offer multiple contact methods including chat, email, and text, in addition to […]
We’ve all heard the adage, “what gets measured, gets managed.” While it’s most often associated with sales and general business metrics, monitoring and measuring metrics within the contact center into today’s customer-centric environment has never been more critical. For years, contact centers have focused on metrics like handle times and average speed of answer (ASA). […]
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