#1: Evaluate Brand Specialists During the Interview Process Give new hires an opportunity to demonstrate key skills in their interview. This can range from skills assessments to personality tests to role playing
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What does the human touch mean to customers when they call the contact center? Direct contact with a human is luxurious. It comforts, engages and gives the customer a personalized experience, according
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When considering whether to obtain contact center outsourcing services for your company, you have questions. How would my business and customers benefit from a call center? How will it impact my bottom
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Chat popularity continues to increase due to customers’ preferences for immediacy and convenience. According to ICMI research, more than half of the customers surveyed prefer to interact with companies via live chat
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Using games in the contact center can change associates’ behavior, by boosting motivation, engagement and performance. More importantly, it creates fun! Games can even be used as a wanted distraction during more
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