The additional volume that comes as a result of a wildly successful holiday season can easily overwhelm a company that isn’t prepared, swamping customer service and negatively impacting...
Operations Service Delivery
In this era of instant gratification and increasing customer impatience, contact centers are on the front line when it comes to dealing with customers in a hurry.
Operations Service Delivery
QA programs need to live in the gray area, allowing agents to navigate complex issues, make tailored decisions and empower them to make things right.
Operations Service Delivery
We will do whatever it takes to get people the information, audits and training to make them successful.
Operations Service Delivery
What we really need is a way to measure customer happiness while our customers are interacting with our brand at every stage of the customer journey.
Operations Service Delivery
Healthcare systems must take a long and hard look at these protocol/preferences that force calls to be transferred back to the practice; this scenario is the ultimate digital obstacle.
Operations Service Delivery
SBR comes in many forms, is exceedingly powerful, and may be the least understood and most error-prone piece of technology you can find in a contact center.
Operations Service Delivery
While service level has long been seen as a measurement tool, its primary strategic mission is to serve as a strong and stalwart planning tool. It is the foundation without which realistic...
Operations Service Delivery Operations management