Call Center Retention Best Practices
In order to retain employees and achieve attrition of no more than 15% annually (employees leaving the firm either…0
The Relationship between Handle Time, First Call Resolution and Customer Loyalty
Call center operators frequently assert that quality and efficiency are mutually exclusive goals; that reducing transaction times negatively impacts…
Emerging Call Center Technology Trends: Distinguishing Hype from Reality
Emerging technologies that promise to revolutionize call center strategy, operational processes, and the customer experience generate marketplace enthusiasm.