Weighing Productivity and Quality to Assess Agent Performance
By Bill Price and Villette Nolon Contact centers today are all about empowering agents, investing in their skill development, and reducing escalating attrition. Yet most … Read more
By Bill Price and Villette Nolon Contact centers today are all about empowering agents, investing in their skill development, and reducing escalating attrition. Yet most … Read more
By Kathryn E. Jackson Ph.D. and Deborah Royer When the call center industry began 30 years ago, we didn’t measure much of anything – we … Read more