Management

What contact center organizational structure is being used by enterprises to deliver an exceptional customer experience?

February 18, 2020
Q&A

DR/BC Plans to Mitigate the Impact of Pandemics on Contact Centers

February 18, 2020
Newsletter

Enhancing Employee Engagement

July 23, 2014
Contact Center, Employee Engagement / Life Cycle Management, Publications

Transforming Your Contact Center Into an Essential Corporate Contributor

April 10, 2013
Back Office, Contact Center, Operations [Back Office], Publications, Social Media, Strategy

Back Offices: It’s Time to Change the Work

November 19, 2012
Back Office, Operations [Back Office], Performance Management [Back Office], Publications

Why Contact Centers Don’t Adopt Performance Management

November 1, 2012
Contact Center, Contact Center Performance Management (CCPM), Publications

Contact Center Performance Management Leads to Happier Customers

October 1, 2012
Contact 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, 2012
Q&A

New Rules for Managing Cloud-Based Contact Centers

January 13, 2012
Cloud 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, 2012
Q&A