If you manage a Contact Center, there is one key measure that will drive your financial success. We talk about the importance of this measure and why you should monitor it on a daily.
Learn how to calculate the weighted average service level in your contact centre. The most important measure of success from a customer perspective.
Learn the value of stack ranking and how it can help you focus your training, coaching and recognition efforts.
Here are some things about when putting together your Call Center Budget.
You have the same tools to make your customer service as great as aviation has made flying safe.
Some important points to consider about your business contract.
You can drive better performance by spending time with your best performers. See just how much better your team could be.
We hope the findings & actions contained in this video provide you with ideas that will help your teams convert more sales.
There is no industry standard. Do what is right for your customers and for your business.
Get an inside perspective on how BPO's work different models to determine the price they charge their Clients.
Agents costs are the largest single factor in a Contact Center. Learn how to keep them in check.
Outsourcing your customer service can be problematic. I give you 10 ways to ensure success.
Report on the important items that drive your Call Center forward.