Adsum Insights Blog
There was a recent discussion in the Customer Experience Management group in response to an article by Ondra Synek entitled Why AHT is dead and how to do better.
I would link to it, but...
There are horses and there are carts and getting them ordered properly makes all the difference.
Unfortunately, when it comes to improving center-wide outputs, call centers often have the...
One-agent-at-a-time coaching is the go-to method in call centers for trying to improve center-wide output measures. But it is less valuable than many believe. Through the use of...
It is no secret that call center industry performance is mediocre at best. High error-rates are tolerated (see What is an Acceptable Contact Center Error Rate?). Employees...
I wish this story wasn't true, but you can't make this stuff up.
We were at an outsourcer's offshore location recently, where they had tied yellow, smiley-faced balloons to the agents' cubes.
When...
Let's say you were a modern day Dr. Frankenstein and you decided you wanted to bring an organizational creature to life. Let's further say you were a nefarious Dr. Frankenstein and the...
The recent story about the fraud committed by Wells Fargo employees caught my eye.
According to the story over 2MM unauthorized credit card transactions and openings of checking and savings...
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