Our contact center is moving in-house from an outsourcer. Much of the documentation used by the outsourcer is out-of-date and some is paper-based. How do we organize information for our new center?February 14, 2017Q&A
We’re considering the addition of a retention team. Is that a best practice or should all agents be equipped to handle cancellation requests?January 5, 2017Q&A
2016 was the Year of the Cloud for Contact Centers and Service OrganizationsDecember 20, 2016Newsletters
Are there actual, tangible benefits to “agent engagement,” or is it just hype caused by the influx of Millennial employees into contact centers?December 15, 2016Q&A