From the Publisher
November brings two holidays not to be overlooked. The first is November 11, Veteran’s Day, honoring American men and women who have served in our nation's armed services. The second November holiday is Thanksgiving, a day to reflect and give thanks for the preceding year. Both unique in that they provide the opportunity to celebrate in gratitude, recognize service and sacrifice. Then before the turkey left-overs are cold; lights flash, carols squeal, and the month-long holiday of Christmas will... >> Read More
One size doesn’t fit all when it comes to live-agent transactions. Treat customers as individuals, not account numbers.
Monitoring/Coaching Practices • MONITORING • Contact Center/Call Center Management • Training • Metrics/Key Performance Indicators• Reporting, Scorecards, Analytics • HIRING/RETENTION • Workforce Management • Process Improvements • Customer Experience Management • Multichannel Strategy/Technology • Customer Surveys • Employee/Customer Engagement, Satisfaction • LEADERSHIP • contact center • multichannel • customer contact • call center • customer experience • CEM