Business Practices
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
July 12, 2018
As a contact center professional, I am sure that you are aware of what quality assurance means for your operations
Contact Center managers must understand the importance of having effective and ongoing training in place for agents. Training is what
Workforce Management (WFM) is a set of integrated activities that work together to optimize the productivity of the workforce. Typically,
Customer Experience will overtake price and product as the key brand differentiator by the year 2020. – Walker 70 percent of
By Fred Stacey, Contact Center Technology Consultant, AInCX.com The last piece in this 3-part series on technology in the contact