Archive | Agent Management
The Hybrid Contact Center Workforce of 2030
By DMG Consulting on January 3, 2020 in Agent Management, Posts, Robotic Process Automation, Technology
Call Center Quality Assurance Best Practices for Empowering Agents
By Chris Detmer on July 26, 2018 in Agent Management, Best Practices, Posts, Quality Management/Liability Recording
Top KPIs for Managing Customer Service, Sales and Collections Contact Centers (whitepaper)
Contact Center KPIs: Less is More
By Chris Detmer on October 25, 2017 in Agent Management, Customer Experience Management, Key Performance Indicators (KPIs), Management [Contact Center], Omni-Channel Contact Center, Performance Management [Contact Center], Posts
KPI Guide for Omni-Channel Contact Centers (whitepaper)
By Chris Detmer on September 29, 2017 in Agent Management, Customer Experience Management, Key Performance Indicators (KPIs), Management [Contact Center], Omni-Channel Contact Center, Performance Management [Contact Center], Whitepapers