Agent Engagement


Call Center Agent Checklist: 18 Steps to a Great Customer Interaction - Brian Cantor

To transform the customer service dynamic and assure agents (and their businesses) create the right kinds of interactions, use this customer service interaction checklist. Full Article »


Command and Control in Governmental Contact Centers

Contributor: Tripp Babbitt
Posted: 5/20/2010

Command and Control in Governmental Contact Centers - Tripp Babbitt

In an attempt to keep in touch with the world I ran across an article in the Wall Street Journal. Full Column »


Managing Your Contact Center Like a Basketball Team Makes Efficiency a Slam Dunk

Today, contact centers are in a whole new ball game. It's no easy task to balance competing demands of customers for speed and accuracy across expanded channels and ensure agents are productive -- all while meeting service levels. Learn how operating your contact center like a basketball team gives you the flexibility to gain efficiency and ensure a win for everyone. Full Whitepaper »


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