Dec 01, 2011
Consumer Reports has released its annual "Naughty & Nice Holiday List" of companies, which includes such well-known names as American Express, Amazon, Southwest Airlines and Verizon Wireless. The contact center made a big difference for one company on the list. How could the call center have helped get more of the naughty companies on the nice list?
Operations Management
Nov 10, 2011
If your call center operates as a profit center (sells, renews, retains, upgrades, converts, collects or solicits), improving retention of newly hired agents will have an immediate impact on your bottom line. Reducing the ongoing cost and effort of hiring and training new agents is one benefit but the real payoff is that KPI’s go up and rookie mistakes go down.
People Development
