Quality analysis is an ongoing process in the call center to guarantee that agents are delivering superior customer service. Thus, […]
Read moreIn my 34 years in contact center management, I have seen a variety of leadership styles. What is important about […]
Read moreGlowing customer reviews are the gold dust of modern commerce. Recent studies have consistently shown that customer reviews are one […]
Read moreWhile you might already be perfectly aware of the existence of live chat, you might not be too well versed […]
Read moreThe communication that occurs between customers and agents in your call center hold incredibly valuable information. There are many industry […]
Read moreWhen running any business, even a call center, the goal is to ensure it grows every year and deliver a […]
Read moreA pre-chat survey enables the collection of visitor information prior to the chat session beginning and quickly route the session […]
Read moreEven Michael Jordan had a coach, coaching your team is important if you want to drive continuous improvement. Effective coaching […]
Read moreNot only has social media changed the way we communicate and reconnect with old classmates, family and friends, it’s also […]
Read moreOften a company leadership faces unending challenges especially when it comes to the rapid technological changes. Since the emergence of […]
Read more
