Agent Insights

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Did You Give Up on Your Resolutions Yet?

by Patty Isnor in Agent Insights, Patty Isnor

Let’s just be real here. The majority of us set New Year’s resolutions, knowing all along that we will more than likely quit just weeks, if not days, after January 1st. We do it year after year, and we watch the people around us do the same thing. So what is it about human nature […]

 

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Agent Insight #3: The Agent Desktop and Applications

by Patty Isnor in Agent Insights, Patty Isnor

Why should we talk about agent desktops? That desktop interface (and its innate user experience) affects your agents, for better or worse. And whatever affects your agents will likely affect your customers… and your cost. As a contact center outsourcer, we work in an environment of in-house applications and third party applications provided by our […]

 

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