Call Center Onboarding: How to Measure Agent Ramp
Measure agent ramp by whether a new hire is becoming competent, not whether they finished training. Watch score direction and ...
Tag: Center
The Call Center QA Metrics That Actually Predict CSAT
Call center metrics split into efficiency, quality and outcome. Only quality metrics can predict CSAT in advance, and only when ...
The Call Center QA Checklist: What to Check on Every Call
A call center QA checklist is the list of items a reviewer checks on every call, from identity checks to ...
Call Center Nesting: How to Score and Coach New Hires
Score new hires in nesting against a bar built for onboarding, not the tenured team’s, and turn every evaluation into ...
Why Improving Contact Center Agent Experience Matters
If the 2010s were all about the customer experience (CX), the 2020s are shaping up to be the decade where ...
What Is Call Center Attrition?
Call center attrition is the percentage of agents who leave over a period, usually a year. Each departure costs more ...
Microsoft blames a configuration change for Exchange Admin Center tumble
saas Rollback fixed things, but stop us if you've heard this before Microsoft took down the Exchange Admin Center (EAC) ...
Would You Take $10K for a Data Center in Your Backyard?
Developers racing to build AI data centers are getting creative. NorthPoint Development told every one of the 4,500 households in ...
Is Your Network A Cost Center Or A Business-Critical Asset?
On September 21, a fiber outage supporting US air-traffic control operations caused significant disruptions across major East Coast airports when ...
How WFM Software Can Positively Impact a Contact Center Culture
Getting the culture right within your contact center can make all the difference. A positive and uplifting vibe that encourages ...