Call Center Metrics Changing Agent Behavior

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The statistics and metrics you provide (display) to your call center and agents should be changing their performance. If you are not seeing a change in performance this could mean: You are not reporting the proper metrics; Your goals are not set properly; You are not showing (displaying) the correct metrics and statistics; You do… Read more »

Call Center Digital Signage Content

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I have been helping customers this week layout their Call Center Digital Signage Content. This is the content that will be displayed on their LCD screens in the call center. The content is real time information from multiple sources such as the ACD, CRM and WFM. However, one consistent challenge that I have run up… Read more »