At first glance, attrition seems like a chink in the armor for contact centers. Across every industry, the fact that people leave their jobs and move on is a basic truth, but in the contact center, the attrition metric receives quite of a bit of negative attention. In fact, the International Customer Management Institute pegs […]
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What makes a great contact center agent isn’t as easy to define as you might expect. Yes, they need to be great communicators and they need to have the chops to be able to navigate call center systems and software with unconscious competence, but the best skills and personality traits differ from agent to agent, […]
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Humor us for a moment and set down that mug of steaming coffee before you keep reading. You know as well as we do that no amount of caffeine will perk you up if you’re feeling sleep deprived. Whether it’s late night work, midnight Netflix bingeing, a crying baby, or snoring partner, stress, or any […]
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