5 Ways to Use Workforce Planning for Gold Standard Service
We all can quickly recall examples of when we’ve received gold-star service — and at the opposite end of the…
What is Workforce Engagement Management? (And Why it Matters)
As one of the newest terms to enter the contact center space, workforce engagement management (WEM) is much more than…
Glossary
Contact Center Glossary The most common call center, contact center, customer experience, and workforce engagement management terms defined. ABCDEFGHIJKLMNOPQRSTUVWXYZ A…
Prediction: 7 Customer Service Channels We Will Use in the Future
Focused on serving the needs of customers, helping them solve problems, teaching them how to use products, and answering their…
Workforce Management Terminology: A Comprehensive Guide
Adherence. AHT. ATA. EWT. FCR. The contact center industry is full of specialized terminology, jargon, and acronyms. Whether you’re an…
6 Signs Spreadsheets Fail as a Workforce Management Tool
Let’s face it. Spreadsheets were made to manage numbers, not people. For scheduling and managing the complexities of a high-demand…
How We Increased CSAT 13% in 90 Days With Improved QA Scorecards
Webinar Keeping Score: How We Increased CSAT 13% in 90 Days With Improved QA Scorecards Your contact center agents are…
7 Ways to Easily Boost Customer Service Empathy
It’s only natural for humans to want to feel understood and heard, especially with the chaos and anxiety permeating the…
Healthy Paws: Trust the Process: How to Reduce Subjectivity in Your QA Program
Webinar Trust the Process: How to Reduce Subjectivity in Your QA Program Subjectivity is at the heart of great customer…
What Should I Be Doing As A Quality Analyst In Digital Customer Service?
As a quality assurance specialist in customer service, you play a crucial role in your contact center’s success. You have…