The Surprising Value of Accurate Language Screening in Contact Centers | Guest: Brigham Tomco

Screening agents for hire, particularly in "virtual" mode, is not easy. Many centers find they are missing pieces, which leads to inefficient processes, higher turnover and lower customer satisfaction. One important component is language proficiency, whether ...
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Living Wage vs. Market Wage: Pros, Cons, Whys and Hows for Contact Center Managers | Guest: Mike Dershowitz

Join Bruce Belfiore as he talks with Mike Dershowitz about the market and corporate forces that push us to offer compensation based on market conditions, and about the human and political elements that push toward offering “living wage” compensation. Mike ...
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Agent Turnover and Retention: Stay Interviews to Drive Employee Engagement | Guest: Chris Mulligan

Agent turnover is one of the costliest issues for Contact Centers and when the agent is heading out the door, it’s usually too late to save the agent or the day.
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