by Christa Heibel | Aug 14, 2019 | Culture, Employee Relations
The Millennial demographic, which consists of people who were born in the 1980s or 1990s, has grown up with and adapted to many online technological changes. This includes phone apps, social media channels, and online marketing and shopping. So it is no surprise that...
by Christa Heibel | Aug 7, 2019 | Call Center Operations, Training & Development
The goal of contact center agent training is to equip agents with the knowledge to perform their roles and provide a high level of service to help ensure customer satisfaction. Knowing how to measure the effectiveness of agent training is key to discovering how the...
by Christa Heibel | Aug 3, 2019 | Uncategorized
CH Consulting Group has partnered with national Pharmacy Benefit Manager (PBM) seeking an experienced Director of Contact Center Operations. See below for a detailed role description: ROLE AND RESPONSIBILITIES The Director of Contact Center Operations is responsible...
by Christa Heibel | Jul 31, 2019 | Sales & Marketing
From the outside looking in, the customer service and marketing verticals of a contact center operation couldn’t appear more different. One focuses on driving profit, while the other seemingly supports it. For the longest time, companies have separated the two...
by Christa Heibel | Jul 25, 2019 | Technology
The hybrid cloud is increasingly being seen as the future of contact center technology, particularly growing businesses. The hybrid model combines offsite cloud resources and onsite enterprise IT resources, a pairing that works remarkably well in the contact center...
