Who thinks it’s OK to help just 70% of customers?
May 6, 2011 by Michele McGovern
Here’s a lesson in what NOT to do when it’s your busiest time of the year.
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May 6, 2011 by Michele McGovern
How to mystery shop your contact center on a budget
November 11, 2010 by Michele McGovern
When you want an unbiased opinion of agents’ performance and service levels, you can’t beat mystery shopping. Here’s how to do it on any budget.
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7 ways to cut your contact center costs
October 1, 2010 by Michele McGovern
Cut costs. Get leaner. Show profit. Whatever you call it, here are seven ways to do it in your contact center.
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