Does your contact center offer interpreters to non-English speaking callers? Most do, and for good reason – one in five US residents today speaks a language other than English at home, and [...]
Read More
Could your choice of language services provider damage your customer satisfaction scores?
Read More
In a contact center environment, Average Handle Time (AHT) is king. Centers operate on tight margins, necessitating that every call be handled efficiently to keep the queue clear. Today, [...]
Read More
The National Oceanic & Atmospheric Association (NOAA) predicted that the current Atlantic hurricane season that started June 1 might be above normal.
Read More
“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 [...]
Read More
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 [...]
Read More
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 [...]
Read More
Improving their agents’ work experience is a goal for many contact center leaders heading into 2018.
Read More
Making the customer experience run smoothly from start to finish is the number-one priority of US contact center leaders in 2018.
Read More
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 [...]
Read More