contact center operations
The metrics we have been using for the last 15-20 years are ancient and don’t help measure a good experience. While we certainly need to be held to a standard, in some cases, it’s the wrong standard. Hitting certain numbers may make people feel good, but the actual customer experience may be suffering.
We educate all our middle management that the first 30 minutes of an associate’s day must be totally controlled by… Read More »Call Center Management-Controlling the First 30 Minutes of an Associate’s Day