Tag: performance management

Today’s contact centers continue to expand their channel mix beyond voice (e.g., chat, text, email, web and video) to keep up with the communication...

For many of us, this month marks the time of year when yearly numbers start coming in. We get to find out how good...

An inbound customer service call center generated a 1,000% ROI in just four months of work. An outbound telesales call center doubled sales of...

Customer experience (CX) has taken the world by storm. Not only have we witnessed the CX industry develop and grow, many private and public...

It takes a skilled service professional to deliver a quick, competent response to a customer complaint. When an escalated issue has been resolved with...

Having your scripting online is one of the most important things you can do to ensure the success of your sales and/or customer service...

Contact Centers have always had an abundance of data about customers and performance. Unfortunately, that data is not being fully utilized to benefit the...

While the competition for top talent intensifies across the business landscape, contact centers often feel the impact more than most. Top-performing contact centers require...

What will you remember about July 2019? Fireworks? Record-breaking heat? Amazon Prime Day? If you found yourself otherwise occupied this month and missed some...

In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than...

When the team is not performing at expected levels, the troops are gathered together, a rallying speech is given by the supervisor, and after...

Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I...