by Christa Heibel | Oct 16, 2019 | Call Center Operations, Compliance
For those of us old enough to remember, it is reminiscent of the James Bond one liner – Shaken, not stirred – but has nothing to do with alcohol, unless you’re drinking because of all the robocalls you’ve been receiving. STIR/SHAKEN is an acronym for Secure Telephony...
by Christa Heibel | Oct 5, 2019 | Call Center Operations, Compliance
The month of September has been a wild, crazy, fascinating, and exhilarating ride for me! I had the opportunity to attend not one, but TWO PACE events on the East Coast. I saw a lot of familiar faces, met new people, and had the chance to engage with thought leaders...
by Christa Heibel | Oct 2, 2019 | Culture, Customer Experience, Employee Relations
In a Forbes article entitled “How Important Is Customer Service To Success In Business?”, it is noted that “Seven in 10 U.S. consumers say they’ve spent more money to do business with a company that delivers great service.” This highlights the significance of customer...
by Christa Heibel | Sep 25, 2019 | Call Center Operations
In contact center lingo, there are numerous three-letter acronyms that almost every center uses: Service Level Agreement (SLA), Average Handle Time (AHT), After Call Work (ACW), Average Speed to Answer) ASA, Abandonment Rate (ABA). However, the one I want to focus on...
by Christa Heibel | Sep 18, 2019 | Technology, Uncategorized
Gamification is the process of enhancing an existing activity, service or work by adding game-like elements making it more attractive, active and conducive to learning. It is a perfect way to focus the attention of people in the performance of their daily tasks....
