Reporting Metrics; If you can’t see it…

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…you can’t manage it. Reporting on the metrics that drive your business is crucial to the overall success. Zero impact can be made if people are not aware of their own personal performance, as well as the company’s goals and objectives. Defining the key elements that make up your business, and your expectations of success, is the first step. What […]

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5 Tips to Create a Happy Work Environment

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How do you know if you are creating a happy and positive work environment? These days, employee satisfaction is just as important as customer satisfaction. The culture in a contact center will influence how your customers are treated, thus resulting in how they feel about your business, product or service. A poor performing agent will have low quality scores and […]

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Customer Service Skills; It’s not what you say…

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…but how you say it that matters. We have all heard of soft skills and their importance when interviewing for a job and in your career advancement. But what about applying soft skills with your customers? These days, customers have a choice. The need to communicate effectively, and ensure your customer understands they are the most important person to you, […]

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