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5 Ways to Reduce Agent Attrition with Advanced Intraday Automation

Workforce attrition can wreak havoc on any business, and this is especially true for call centers where it continues to rise. Keeping agents happy amidst the call center chaos can prove to be challenging for supervisors. Busy schedules mixed with the unpredictable nature of the environment leaves little time to develop, support and ensure agents [...]

Ever-Elusive Customer Experience ROI

When you're trying to get executive commitment for your employee and customer experience improvement initiatives, what's the first question they ask? Typically, it's something along the lines of: Why? What's in it for us? What's the customer experience ROI? If I spend money on those improvement initiatives, that takes money from some other initiative. Which [...]

By |January 25th, 2016|Best Practices / Metrics, Customer Experience, Featured|