One of the most widely-used yet misunderstood terms in the business world is “employee engagement.” While plenty of executives, team […]
Read moreGreat leaders aren’t born that way, and most dedicate their lives to learning, applying and mastering leadership skills. When it […]
Read moreAt all times, your employees determine the rate at which you company grows because they make your customers either happy […]
Read moreQuality analysis is an ongoing process in the call center to guarantee that agents are delivering superior customer service. Thus, […]
Read moreIn my 34 years in contact center management, I have seen a variety of leadership styles. What is important about […]
Read moreGlowing customer reviews are the gold dust of modern commerce. Recent studies have consistently shown that customer reviews are one […]
Read moreWhile you might already be perfectly aware of the existence of live chat, you might not be too well versed […]
Read moreThe communication that occurs between customers and agents in your call center hold incredibly valuable information. There are many industry […]
Read moreWhen running any business, even a call center, the goal is to ensure it grows every year and deliver a […]
Read moreA pre-chat survey enables the collection of visitor information prior to the chat session beginning and quickly route the session […]
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