Calculating Absenteeism in the Call Center
Absenteeism, or absence rate, is much more than simply tracking attendance. Find out how to calculate...
Editor's Pick
CX4Now: CX and Contact Center Trends to Watch, According to These Influencers
If you’ve been following the CX and contact center industries over the past few years, you know the landscape has drastically changed. The industry players are bigger and more intimidating, and the customers are more...
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Latest Blog Posts
4 Tips for Effective Skills-Based Call Routing
Skills-based call routing sounds super technical! While there is a tech side to it, at its...
5 Fun Call Center Soft Skills Training Activities
Do your call center agents know how to apply their soft skills to their daily work?...
How to Write an After-Call Survey Script
After-call surveys give contact centers valuable insight into factors that inform CX strategy. Use these seven...
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Auction House Giant Improves Call Center CX by Sweating the Details
Ritchie Bros. is a big deal. Literally! As the largest auctioneer of heavy equipment and trucks...
How to Teach Call Center Soft Skills
When it comes to delivering great customer service, call center agents need some essential soft skills...
What is Call Center Shrinkage?
On a good day, your contact center can run like a well-oiled machine, but call center...
5 Reasons to Use an After-Call Survey
Think about how many phone calls your contact center receives in one day. Thousands, right? Now,...