Prince Charles and AHT

“If you chuck away too many things, you end up discovering there was value in them.” This quote from Prince Charles is a warning to our sector. The customer contact industry is prone to vogues just like any other. Several years ago it was fashionable to be ...
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Superior coaching is a key differentiator for contact centers. Content, delivery and follow up are all important to a great coaching program. Technology and training that facilitate the coaching function make sure that the participants have the information ...
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Resources and Technology

Properly selected and trained agents require the support of good technology to allow them success with customers. Proper IVR and routing capabilities, good Customer Relationship Management (CRM) systems, well-chosen and continuously maintained Knowledge ...
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Training and Promotions

Job initiation and career prospects are both very important to contact center agents, as they are to all employees. This category starts with questions about initial training and transition and then asks questions about the individual’s professional and ...
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Articles & News

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