Knowledge Management
Completing a knowledge management assessment allows you to gauge the efficacy of your current system and identify areas of opportunity. Throughout the evaluation process, you’ll
June 29, 2023
Completing a knowledge management assessment allows you to gauge the efficacy of your current system and identify areas of opportunity. Throughout the evaluation process, you’ll
The basis of a knowledge management system is that it is efficient, predictive, and all-encompassing — but a knowledge platform needs structure and control for
When it comes to Knowledge Management, the old adage rings true; “it takes a village.” Building a knowledge management system requires collaboration between various departments
The Impacts of Employee Experience on Contact Center Performance The employee experience is becoming increasingly important in the modern workplace. Companies recognize that providing their
Candidate experience is one of the most critical influences in successfully taking top talent from application to offer. With endless employment opportunities available to those
Your Interactive Voice Response system (IVR) is your first and most critical opportunity to impress and support your customers from the moment they establish contact.
Employee attrition is a significant problem for businesses of all sizes, yet retention’s most influential factors often go overlooked. It’s like an iceberg: the levers
Employee Appreciation Day is the perfect opportunity to express gratitude for a job well done and promote greater workplace culture. On March 3, plan for
As experts in contact center operations, there is one question we hear every day: “How do we cultivate an outstanding customer experience and meet our
Best-in-class companies track quality assurance and customer satisfaction (CSAT). Both are fundamental building blocks of a call center. The goal is to have them closely
Evaluating a contact center for merger or acquisition? Paint a precise picture of what’s happening in the organization by collecting accurate and complete information. These
Many BPO companies do a great job meeting every customer support or outsourcing service expectation. But what if yours does not? We will share the