Customer Experience News & Trends

3 qualities to focus on when interviewing for new agents

Find and hire the best candidate by focusing on these three qualities when interviewing potential agents.

4 ways to get everyone to show up on time

A minute late here. Another two minutes there. They add up quickly. Here are four ways to get everyone on time.

How one analyst cut speed-to-answer and abandon rates – and improved his company’s service levels

Faster response and the most accurate answers from skilled agents – it’s every customer’s dream. Here’s how one analyst made it come true.

3 signs you need some time off

Give your job your best, but don’t let it take the best of you. Watch for these signs you need to take a breather from the contact center.

5 ways to improve your job postings (and find the best candidates)

Post your job openings the right way, and you’ll get the right people in your contact center. Here’s proven help.

3 strategies to keep the customers you have

If Sales get customers, and Service keeps them, you probably have your work cut out for you.

Reduce no-shows: Tactics to curb absenteeism

Agents who don’t show up put a real crimp on contact center operations. Here are three ways to reduce no-shows.