Investing in agent well-being, engagement, and coaching (backed by call center QA) directly translates into higher CSAT/NPS, ...
Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. How often do you call a customer service hotline and feel like the agent on the other end is ...
Empathy is the performance engine of modern contact centers. When taught through targeted training, reinforced by coaching, and embedded in call center QA, it scales human connection that lifts ...
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