How expensive is a new CSR?
Contact centers have a lot of daily challenges and high on the list is hiring, training and retaining a consistently high-performing organization of customer service agents (CSRs).
3 Key Barriers in seeking to improve call center operations
The absence of relevant metrics and process documentation can lead to call center managers and operators being lulled into a false sense of security. Call centers routinely collect
Hidden time thieves in your call center
Is it the complex telephony infrastructure? Are your IVR menus too complicated? Too many levels? Is the skill based routing off? Hunt groups are setup wrong? Possibly, but these is