Cal center agent utilization is a core metric - here's why visual tools help to strike a balance between productivity and employee satisfaction.
A call center business continuity plan must allow agents to work from home while maintaining customer service excellence - here's how to build one.
Pool the skills and experience of your top technicians into a visual tribal knowledge base to increase customer satisfaction and profit.
Agent experience is intrinsically linked to quality customer service. Discover why visual desktop tools are key to enhancing agent engagement and CX.
With customers choosing self-service for simple issues, agents need AI-powered call center automation to handle more complex interactions.
Successful call center agents offer customers more than a friendly ear; they take control of every situation because they share one personality type.
The last thing customers want is to hold while an agent finds the right information. That's where the visual contact center knowledge base comes in.
This Halloween, take on the contact center monsters that terrify your agents and lead directly to attrition.
Next Issue Avoidance is a key element of low-effort customer service - here's how to preempt follow-up calls to deliver exceptional experience.
Creating a collaborative contact center culture is the key to improved agent performance and superior service delivery - here's what you need to know.