Contact Center Decisions

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As the leader of your contact center you are under constant pressure to improve agent performance. But is it really about improved performance or is about meeting and exceeding goals that senior management has put in place for the contact center. Depending on the industry it could be incoming increase revenue or reduce outgoing payments…. Read more »

Voice, Chat and Email Wait Times

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What is an acceptable wait time? The answer to this question is a whole list of questions. Which industry? What department within the business? What product or service? Paying customer or customer looking for free support? What time of day? What day of week? What time of the year? A simple question generates potentially troubling… Read more »