Contact Center Metrics for Today’s Multichannel Merchants
Identifying and improving performance measures connected to the success or failure of today
Part 1: Empathy Is Critical For Contact Center Agents
The skilled agent acknowledges and shows empathy for the customer
Training Your Reps to Handle Live Chat
Your contact center reps should be well trained to handle live chats, since it
Contact Center Outsourcing: Setting the RFP Requirements
There are many practical reasons why merchants decide to outsource their contact center services.
Contact Center Outsourcing: How to Draft the RFP
Outsourcing your contact center services is one of the most critical business decisions you
Making the Right Call on Contact Center Outsourcing
Are you considering outsourcing your contact center services
Schedule Adherence: ‘Big Brother’ or ‘Big Picture?’
Schedule adherence in the contact center isn
Contact Center Hiring: Picking the Best
Hiring the right people for your contact center can be a huge challenge. Not only is it difficult to find people with good basic