Independent Contact Center Consultants: Bridging Strategy, Technology and Operations Since 2004

Posts Categorized: Performance Management

Technology-Enabled Service Excellence for Contact Centers

Technology is the great enabler of service excellence. It helps you present standard messages at agent desktops, identify opportunities for process improvement and training, monitor and reinforce adherence, and close the loop with customers to get their perspective on the messages they receive. According to Contact Babel, 62% of organizations use scripting applications to standardize… Read More »