“Employee engagement.” According to Heather Arthur, who manages a 1,400 person contact center as Senior Director of Business Care at Canada’s largest telecommunications company, it’s the [...]
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Average Handle Time (AHT) has long represented the holy grail of contact center performance metrics. In most centers, staff at every level – from the VP overseeing center operations to the [...]
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Customer Think, a “global online community of business leaders striving to create profitable customer-centric enterprises,” recently published a list of contact center metrics that matter [...]
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Improving their agents’ work experience is a goal for many contact center leaders heading into 2018.
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Making the customer experience run smoothly from start to finish is the number-one priority of US contact center leaders in 2018.
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US demographics - both in terms of racial and linguistic makeup - will shift significantly over the next forty years in ways that impact virtually every seller of goods and services to the [...]
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When researching a new phone interpretation service to complement your multilingual support program, you might have difficulty distinguishing service providers from one another. Many make [...]
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In a recent blog, we outlined several tips to improve your staff’s phone interpretation experience.
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How do you know if your staff uses your multilingual support program effectively?
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The average US corporate data breach in 2015 cost $6.5 million and put over 28,000 customer records at risk, according to IBM’s 2015 Cost of Data Breach Study.
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