You need to see improvement, but why spend time recruiting and training new agents if you don’t have to? Most contact centers planned for growth this year, but hiring great talent has been...
Baxter Overman
Out of Date Knowledge Base? Here’s How to Fix This Problem
No one wants to discover outdated content. Maybe you just cringed after digging up that old PDF in your company’s knowledge base (with the old company logo) last updated in August 2016. You might be...
5 Innovative Customer Service Ideas for Managers
Still getting used to leading a modern customer service team, a largely distributed workforce, adjusting to the ‘new normal’? Chances are your customer service team is too; most agents can’t just...
10 Ways to Improve Agent Efficiency in Customer Support
You have access to so much technology as a customer support leader these days, yet studies show frustrated customers complain most about things like ineffective and slow customer support agents. If...
Decision Trees 101: How Your Support Team Can Benefit
Do you know how much time your support team wastes each year finding answers to complex customer questions? Inefficiency costs companies more than you might realize: 516 million hours each year from...