Get CPI's latest articles delivered straight to your inbox.
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. […]
Read moreOne 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.
Read more