Imagine this scenario: A skilled call center agent surpasses all the hiring requirements and is brought on board...
Putting top talent into customer-facing roles is the key to achieving high customer satisfaction, yet the current labor crunch makes it all but impossible for companies to keep their call centers staffed with skilled agents...
Have you ever called into a customer service line and known you were talking to someone 3,000 miles away? That distance is about more than physical separation; it can mean an inability to connect and to understand each other, and in customer experience that can be detrimental to customer satisfaction...
Sure, big hiring bonuses are alluring, fair and reliable paychecks are a necessity as is a safe work environment, but what else are...
In 2006, the five major payment processors developed an industry-wide standard...
When partnering with a contact center provider, accountability and performance tracking are key to a successful, long-term relationship...
Although the terms ‘contact center’ and ‘call center’ seem synonymous, there are some key differences between the two...