What contact center organizational structure is being used by enterprises to deliver an exceptional customer experience?February 18, 2020Q&A
Enhancing Employee Engagement July 23, 2014Contact Center, Employee Engagement / Life Cycle Management, Publications
Transforming Your Contact Center Into an Essential Corporate Contributor April 10, 2013Back Office, Contact Center, Operations [Back Office], Publications, Social Media, Strategy
Back Offices: It’s Time to Change the Work November 19, 2012Back Office, Operations [Back Office], Performance Management [Back Office], Publications
Why Contact Centers Don’t Adopt Performance Management November 1, 2012Contact Center, Contact Center Performance Management (CCPM), Publications
Contact Center Performance Management Leads to Happier CustomersOctober 1, 2012Contact Center, Contact Center Performance Management (CCPM), Publications
Can you provide some advice about agent desk sharing? Can this practice work in call centers? If so, what’s the best process to use to introduce and implement call center agents sharing desks?April 6, 2012Q&A
New Rules for Managing Cloud-Based Contact CentersJanuary 13, 2012Cloud Technology, Contact Center, Publications
The management team is implementing a desktop analytics solution in our contact center. As a supervisor in the area, I am hearing a lot of negative “big-brother” type remarks from agents about desktop analytics. How can we better prepare the agents for this implementation and assuage their concerns?January 5, 2012Q&A