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Public Switched Telephone Network
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Contact center staff: Agents of change?
Reps can no longer focus solely on customer service. Companies trying to maximize incoming customer calls need their agents to learn a new set of skills Article
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More information on increasing first call resolution
Many call centers are driven to increase first call resolution (FCR). Learn some tips from Lori Bocklund here. Ask the Expert
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CRM acronyms
Read definitions for common call center acronyms including RFI, RFQ, SOW and SLA. Ask the Expert
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Study: Workplace questions can be costly
New research quantifies how much time employees spend answering questions from co-workers and customers. Article
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Surviving an H1-B visa job layoff
Strategies for H1-B workers can do if they have recently lost their employment, or fear the worst is coming, so they can stay in the U.S. Tip
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Contact center admin: Life without management tools 'is hell'
Anticipating call volume, juggling agents' schedules and monitoring employee performance aren't easy tasks. That's why workforce automation management software is so popular. Article
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These firms are making service a priority
Peppers & Rogers found three companies who are taking different tactics to achieving the same goal: offering super service for their customers. Article
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Agent buy-in key to contact center success
As you look at new bells and whistles to improve your contact center's performance, don't forget the people who make that technology sing -- the agents. Article
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First call resolution
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