New Metrics for the Contact Center
By Dr. Jodie Monger In the contact center, we live and die by the numbers. Our representatives receive incentives, bonuses are handed out, and recognition … Read more
By Dr. Jodie Monger In the contact center, we live and die by the numbers. Our representatives receive incentives, bonuses are handed out, and recognition … Read more
By Villette T. Nolon Earlier this year, Forrester Research surveyed 176 large North American companies about their customer experience plans. Customer satisfaction surveys were the … Read more
By Matt Harless For call center executives, managing a scalable operation can be daunting. What types of technology should be purchased? Which leaders are best … Read more
By Matt Harless Today’s businesses are stressed out. Economic realities have created yet another new business model. It’s more necessary than ever to devise ways … Read more
By Basil Bennett When call center decision makers think about outsourcing, the first thing that usually comes to mind is offshore, namely India or the … Read more
By Wayne Scaggs These are my beliefs. Planning is what is needed to excel in the next few years. Our first vehicle, or tool, is … Read more
By Art Olender Business growth, mergers, and acquisitions can dramatically change the dynamics of contact center operations. Oftentimes, businesses quickly and perhaps unexpectedly find themselves … Read more
Reviewed by Paul Stockford Klenke, Maggie. Business School Essentials for Call Center Leaders. 1st ed: The Call Center School Press, 2004. In the not-too-distant past, … Read more
By Peter Lyle DeHaan, PhD North American culture salutes the solitary leader, the charismatic visionary, and the lone voice. It celebrates those boldly marching to … Read more
By Elaine Senecal / Illustration by Chris Lewis With our efforts to train agents on each new client account that comes in our doors, we … Read more