Agent Engagement
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Posted: 03/26/2013
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Believing there to be a reverse correlation between prioritizing customer satisfaction and contact center efficiency, far too many businesses refuse to adopt a customer-centric mindset. But even worse than the error of that assertion—successful organizations know improving customer satisfaction is one of the surest means of growing the Full Podcast »
Posted: 03/08/2016
Contact Center WFO: How to Balance Customer Needs with Agent Productivity

Managing customer expectations and building long-lasting, firm bonds with buyers is no easy endeavor. It is even more challenging for contact centers (compared to sales and marketing) since the nature of their customer conversations primarily involves resolving client issues. As such, contact center agents have a direct and substantial impact on Full Whitepaper »