One of the most predictable things about customers is that they’re unpredictable. Questions and requests will take you by surprise — some not as much as these classics.
4 customer questions you never saw coming — and the best ways to respond
December 14, 2012 Comments (0)
7 fears that keep agents up at night
August 3, 2012 Comments (0)
What keeps agents on edge at work and up at night? A new survey reveals employees’ worst fears.
4 easiest ways to kill morale in your contact center
July 6, 2012 Comments (0)
Think you make work a great place for agents to be? Many managers are actually doing just the opposite, new research found.
Tell customers they aren’t right – without saying, ‘You’re wrong’
June 1, 2012 2 Comments
A customer is convinced she’s right, and you know she’s not. What now?
