Customer Service Life

APRIL 16, 2018

I’m quite fond of the names of a couple members of our Workforce Management Team at FCR — Jeremy Grogan and Jeremy Conway. In fact, I often get copied on emails requesting a detailed schedule analysis or staffing projection, and after a momentary panic attack, realize one of the other Jeremys was the intended recipient.

Management 74

Management Contact Center Average Handle Time Service level 74

Enghouse Interactive

APRIL 1, 2021

Jeremy Payne, VP International Marketing, Enghouse Interactive. For her, employees need to be happy at home and at work, with distractions such as managing children and other worries impacting wellbeing. Your people are your greatest asset, and this is particularly true when it comes to the contact centre.

outsourcing 52

outsourcing Coaching Technology Analytics 52

Fonolo

JANUARY 30, 2019

Avaya IX Digital Contact Center: Voice, omni-channel, desktop, and workforce engagement. Avaya IX Mobility: Call deflection to a digital channel and identity management. According to the newly appointed “President of Cloud Business”, Gaurav Passi , Avaya has 3.5 We will circle back to some of the specific topics in later posts.

Contact Center 57

Contact Center Call Center Analytics outsourcing 57

Fonolo

SEPTEMBER 17, 2019

The series was inspired by series co-creators Jeremy Lloyd’s and David Croft’s experience working in department stores like Simpsons of Piccadilly and Rossiters of Paignton in the ’50s and ’60s. Yes, I’m free,” they usually respond, then rushing to the customer’s aid. Are you free?” And where can they improve?

Customer Service 52

Customer Service Call Center Technology Customer Support 52

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Meet Our Panel of HR Professionals & Hiring Managers: · Maksym Babych. Jeremy Kilpatrick.

Management 207

Management Customer Service Consulting Consulting 207

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Meet Our Panel of HR Professionals & Hiring Managers: · Maksym Babych. Jeremy Kilpatrick.

Management 182

Management Customer Service Consulting Consulting 182