CCNG
FEBRUARY 1, 2023
As the first line of defense against angry customers, many customer service associates report they have been blamed for things that are out of their control. By proactively addressing associate burnout, contact centers can empower their associates to improve the customer experience.
The Northridge Group
AUGUST 23, 2022
The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with.
Call Center Weekly
SEPTEMBER 13, 2018
Service level measures the % of calls answered in a # of seconds. Most callers will not be bothered by waits of less than a minute – provided the quality of service is good. Debra Bentson has spent most of her career in Contact Centers with an emphasis on building and leading Workforce Management teams.
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