By Plantronics|2016-08-29T16:27:10-07:00August 26th, 2010|
Where in most organisations the front office can merely be surprised by unpredictable peaks, the back office is often still a black box. Implementing first call resolution will be difficult if the back office is [...]
By Plantronics|2016-08-29T16:27:28-07:00August 10th, 2010|
Does this sound familiar? A training course was finished with success, a beautiful evaluation report was made and after the closing conversation it ends up at the bottom of your desk drawer. And it’s back to work as usual.
By Plantronics|2016-08-29T16:27:43-07:00August 2nd, 2010|
Almost every contact centre consists of employees that belong to different age groups. This has both advantages and disadvantages. For a team leader it is often difficult enough to find the right way of coaching an agent.