For the past several years, everyone has been focusing on the customer experience. Delivering a good – if not great – customer journey is crucial for building or retaining market share. Customers expect to be treated well at every point of contact. So, it’s no surprise that the customer experience has emerged as a key… Read More »
Call center professionals spend a healthy chunk of their time pouring over the daily, weekly, and monthly stacks of management reports to discern what’s going right – or wrong – with their centers. Many overlook one of the most valuable sources of information – the “Voice of the Employee.” The call center front line has… Read More »