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Assessment Tools: What They Do and Why You Should Harness Their Power 25 Sep 2008 | 05:30 pm
Two dominant – and highly visible – problems that hinder a call center’s operation are (1) agent turnover and (2) suboptimal agent productivity. In most cases, the root causes of such challenges resul...
Is Your Web Site Driving the Wrong Calls? 1 Feb 2008 | 05:54 pm
Your web strategy may be to drive calls into the call center so that you can serve the customer or ultimately upsell the customer. Your web strategy may also be driving call volume that you do not wan...
