Sharon OatwayMar 193 minContact Center Schedule Adherence - The PolicyAdhering to schedules is essential to delivering consistent service, meeting customer expectations, and equally distributing the workload am
Sharon OatwayJan 24 minKeep Your Call Center Quality Assurance Scorecard Aligned with Customer ExpectationsExplore why it is essential to keep your scorecard current and how doing so can help minimize or eliminate behaviors that no longer contribu
Sharon OatwayAug 22, 20236 minUnderstanding Customer Lifetime Value and the Role of Customer ServiceCustomer Lifetime Value is a powerful metric that shifts the focus from short-term transactions to long-term customer relationships.
Sharon OatwayAug 18, 20235 minBack to the Call Center: The touchy topic of business attire and hygieneWith many agents returning from a work-from-home environment (where not showering and wearing pajamas wasn't a problem), dress code and pers