We share nine exercises that help to bring fun into the contact centre, while improving key contact centre skills.
5CA decided their existing Quality Assessment solution was too rigid to accommodate the myriad changes in their business. 5CA has a keen focus on QA, and uses Scorebuddy as their QA tool.
A lot of effort is wasted on customer experience initiatives which, frankly, make little difference. This paper describes how to deliver big wins for your organisation by delivering big wins for your customers.
Contact centres have long accepted discrepancies between forecasts and actual staffing needs as a reality of the industry. This report shares how with NICE EEM, contact centres can unlock the ability to optimise staffing, reduce attrition and achieve operational efficiency.