E-commerce shares many similar traits to traditional sales, although it differs considerably in certain key areas. As websites are always […]
Read moreAs companies look for efficient ways to of offering excellent customer service with the challenges that face contact centers, self-service […]
Read moreGiving and getting help via a live chat doesn’t have to be awkward. In fact, the experience can be an […]
Read moreLive chat service places your customers in control of asking for help. This process initiates an easy and convenient method […]
Read moreI am an avid believer of excellent leadership skills in the call center. As a leader, people not only judge […]
Read moreThe most effective quality monitoring process combines feedback from a third party QA team with onsite monitoring from the front line supervisors.
Read moreConflict. It’s one of those buzzwords that people in the professional world run away from. To most, conflict means anger […]
Read more“What makes a great agent?” This is a key question that every leader in the contact center asks. They understand […]
Read moreCustomer experience is of great interest to most of us in leadership because we understand the ripple effect of a […]
Read moreYour employees are your first line of defense. What do you do with your first line of defense? Think about […]
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