Improving call center metrics with knowledge management
The importance of knowledge management in the call center is growing Based on the findings of the TSIA annual report on the state of knowledge management, this is what John…
Measure to manage customer experience
In many areas of management it is clear what to measure and what action to take when things go wrong. For example, if a product comes out of a manufacturing…
Want to Improve Agent Experience (AX) and thus CX? Don’t Put the Management Cart Before the Enablement Horse!
Contact center agent churn is estimated at 35-45% with US contact centers alone bleeding $10B in attrition costs per year! As self-service systems get smarter, agents are going to get…
The US and the UK: Arguably divided by the same language, but undoubtedly united by the same contact center agent pain points
George Bernard Shaw famously said that the US and England were divided by a common language. He would not say the same about contact center agents—CSRs in both geographies are…
