By: Jimmie Chevrier On: April 23, 2019 In: Contact Center Comments: 0

Let’s face it. Even the most technologically savvy of us need some occasional assistance. It could be something as simple as making a purchase online or just information gathering. Or it could be significantly more complex like when your technology fails you and you don’t know how to fix it. […]

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By: Jimmie Chevrier On: July 26, 2018 In: Contact Center Comments: 0

One of the best and most effective ways a contact center manager can get to know their agents is through the practice of transcript reviews. A manager can really only spend a very limited time observing any one agent on the floor, so reviewing transcripts will provide a massive amount of information about what the agents are doing in the trenches and afford the manager the opportunity to provide better coaching for all the agents.

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