by Christy Bharath

1, February 2017

Workforce optimization for contact center
  • Contact Center
  • Customer Experience
  • Workforce Optimization

In recent years, given the changing role of technology in bridging the gap between brands and their customers, new expectations are being set around workforce optimization. Organizational WFO goals have shifted from being solely focused on operational efficiency to playing a critical role in leading to better customer care. So, here are four best practices that you can follow or recommend to strike a balance between agent productivity and superior customer experience.

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by Christy Bharath

27, December 2016

resolution 2017
  • Contact Center
  • Customer Experience
  • Customer Journey

With every New Year arrives the urge to come up with resolutions that we vow to stand by. Pragmatic aspirations that are essential to creating moments of personal triumph. It is human nature, after all. Everyone is on a journey to constantly pursue a better life.

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by Christy Bharath

3, November 2016

blog-callofduty
  • Contact Center
  • Customer Service
  • Workforce Optimization

Call center agents, though, are the lifeblood of your business. The first and last line of defense of your brand – as far as many of your customers are concerned. Hence, it is crucial to take a prescriptive approach to handling agent retention. Losing a good agent is akin to losing a valued customer.

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