Great Call Center OR Great Call?
Posted on January 24, 2017 in Agent Experience • Call Center Consulting • Call Center Management • Call Center Performance • Contact Center • Customer Experience • Employee Experience • Hiring a call center consultant • People management
By: Bruce Lebowitz Executives often judge a contact center by traditional metrics. These might include low abandonment rates, an extremely quick speed to answer and meeting handling time goals. When proud of a contact center, executives often point to its technology too. The fact that the contact center never goes down, has instant screen pops […]Read more
Intent is Key When Designing an Employee Experience Plan
By: JD Fairweather The key to a good employee engagement plan is the intent. If the intent is only to increase productivity, revenue, or customer growth—any gains achieved will likely not last long. Now that customer experience is recognized as the differential between competitors many organizations are planning to improve those experiences by deploying employee […]Read more