Sure, big hiring bonuses are alluring, fair and reliable paychecks are a necessity as is a safe work environment, but what else are. contact center agents really looking for from their employer? In an industry where high churn rates severely affect service delivery, negatively impact the overall customer experience, and can kill the

Have you ever called into a customer service line and known you were talking to someone 3,000 miles away? That distance is about more than physical separation; it can mean an inability to connect and to understand each other, and in customer experience that can be detrimental to customer satisfaction.

When partnering with a contact center provider, accountability and performance tracking are key to a successful, long-term relationship. The Office Gurus, a premier global call and contact center provider, serves as a resource for this planning. As the below article outlines, it is essential to understand industry metrics and properly