Thursday, June 6, 2013; 1-2pm ET
Are your coaches, team leaders and supervisors spending timein calibration sessions listening to recorded customer interactions and still not getting measureable improvements?
ICMI empowers organizations worldwide to optimize the efficiency, effectiveness and strategic value of their call centers.
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Note from the editor: The helpdesk and support team play very different roles within the...
I just consulted with a telephone engineer who verified this is actually correct. There is no industry standard for "tearing...
We all know happy agents make happy customers, right? But are organizations providing the tools...
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