Process Improvement

Step up to the firing line! Ready, fire, aim… whoops! Isn’t it “ready, aim, fire”? Well, traditionally speaking, yes. The objective at the firing line is to prepare the firearm, take aim, and THEN...

Errors or oversights caused by staff and functions outside of the contact center can create a significant amount of call volume. Other departments can create further inefficiencies and frustrations for contact center agents by...