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Communication

May 3, 2016 |

First Call Resolution, Agent Satisfaction, Process Improvement, Agent Voices

Communication is the grease that makes things happen smoothly in contact centers. It is also an area in which there is often the greatest variance between management and agent perceptions. Managers sometimes feel they are doing a good job of communicating to ...
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Customer Focus

Apr 5, 2016 |

First Call Resolution, Caller Satisfaction, Process Improvement, Agent Voices

Agents exist to satisfy the needs of customers. Most agents feel this keenly and appreciate working for a company that is structured to support the goal of superior customer service.
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