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Back to the Basics, Part Four: Quality Assurance
As a contact center professional, I am sure that you are aware of what quality assurance means for your operations and why it is important.
Back to the Basics, Part Three: Training in the Contact Center
Contact Center managers must understand the importance of having effective and ongoing training in place for agents. Training is what enables agents to handle customer
Back to the Basics, Part Two: Workforce Management in the Contact Center
Workforce Management (WFM) is a set of integrated activities that work together to optimize the productivity of the workforce. Typically, the process is automated through
Back to the Basics, Part One: Contact Center Operations Management
Your contact center is central to your customer service delivery and the overall customer experience, whether it’s through the phone, email, chat, or social media.
CCW Vegas 2018 – It’s a Zoo Out There!
Every year, I go to IQPC’s Customer Contact Week (CCW) in Las Vegas – which in my opinion, is one of the most important contact
Customer Experience Isn’t Just for Retail
For many organizations out there, a customer experience strategy may not be fully developed due to misconceptions that it is mainly relevant in the retail
Why AI is Not Enough
For millions of people around the world, myself included, Artificial Intelligence (AI) is deeply embedded into our daily lives. In some form or another we
How to Hire “Right Fit” Customer Service Agents
It is crucial to have the right people on board when it comes to customer support for your contact center. The way your agents relate
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