Study: Employee Attrition on the Rise in Contact Centers
Low compensation and high stress in the contact center led to a jump in employee attrition rates, according to a study from Burlington, MA-based IT solutions provider Dimension Data.
Contact Center
Seven Tips for Smoother Service
Improve your contact center customer service with these seven tips from Penny Reynolds
By the Numbers: Contact Center Metrics
If train A leaves Boston at 3:13 p.m. going 75 miles per hour, and train B leaves New York City at 2:24 p.m. going 71 miles per hour, what time will they
Q&A with Rosanne D’Ausilio, Ph.D.: Training World-Class Service Reps
Rosanne D’Ausilio, Ph. D., is an industrial psychologist and president of Human Technologies Global. She will present The Five Ws of World-Class Customer
First Things First: Unify the Service Desktop, Then Implement a Universal-Agent Program
There is not yet a standard definition for a contact center
Efficiencies Enable Lillian Vernon to Shut Manila Contact Center
Crediting increased operational efficiencies as the catalyst, Lillian Vernon closed its satellite call center in Manila, Philippines, on March 18.
Efficiencies Enable Lillian Vernon to Shut Manila Contact Center
Crediting increased operational efficiencies as the catalyst, Lillian Vernon closed its satellite call center in Manila, Philippines, on March 18.
Calling for a Contact Center Review
Before the visions of sugarplums have danced completely away for another year, be certain to contemplate the performance of your contact center during the holiday season immediately past.
Six Tips for Training Universal Service Agents
Universal service agents perform a wide variety of tasks in today’s contact center: taking inbound order calls, resolving customer service issues, responding to e-mails, engaging in online chat with Web customers.
Boost the Accuracy of Call Volume Predictions
The usefulness of the staff schedule created by workforce management software will rise or fall on the reliability of the predictions it makes about the expected volume of incoming work. Without the right assumptions about the workload to be handled, the software