Tag: call monitoring
Getting Closer to the Customer
One of the best things to happen to the contact center in the last 10 to 15 years is the attention placed on customer...
Inside View: Tufts Medical Center
In any contact center, an agent’s ability to communicate in an efficient, friendly manner has a considerable impact on the outcome of the call....
Coaching the Coach
Our coaches occupy the most critical blocks on our organizational charts. Wedged between those who set the policies for handling customers and those who...
