Three Steps to Establishing Positive Training ROI
By David Mathews Training is one of the last remaining areas in business whose value and ROI are taken on little more than faith. We … Read more
By David Mathews Training is one of the last remaining areas in business whose value and ROI are taken on little more than faith. We … Read more
By Dwayne King Many call centers measure success by how fast they can close tickets and get off the phone. In contrast, customers seek deeper … Read more
By Kaela Heft Managing inbound incentives for telemarketing services can be easy if you know your team, what they like, and what drives them. It’s also the … Read more
By Sherry Gouel The priority in running a successful call center is keeping clients satisfied. Although the primary focus is customer service, the people who … Read more
By Donna Fluss Providing timely job-related feedback to agents will improve the customer experience along with the performance of your contact center or back-office operating … Read more
By Jason Quinn Millennials have a reputation for leaving their jobs faster than any other generation. Most stay in roles for about two years before … Read more
By Dan Campbell Contact centers have a reputation for notoriously high turnover rates, sometimes upwards of 200 percent depending on the industry. Some of the … Read more
By JaNae Forshee In today’s hyper-modern and seemingly automated world, self-service is not enough. Customers want and expect personalized service and interaction with live customer … Read more
By Robert Cowen Since the first contact center was established, games and leader boards have been key components of agent incentives. Today, however, rather than … Read more
By Robert Cowen If you haven’t visited the Fun Theory website, I recommend doing so. It’s an excellent example of crowdsourcing creative ways to turn … Read more