Jason Ten-PowJun 8, 20234 minHuman-focused, AI-assisted contact centers prioritize empathy & efficiency. Here's why that matters.How technology can improve agent retention. Considering the current discourse on the potentials and pitfalls of AI in society, it might...
Jason Ten-PowJun 6, 20235 minWe’re just going to say it: your contact center’s KPIs are outdated. How to get back on track.2023 has been a year of operational efficiency. Spurred on by the lasting repercussions of the pandemic, economic uncertainty and seismic...
Jason Ten-PowJun 1, 20233 minBuilding a Stable and Skilled Call Center Workforce: Strategies to Reduce Employee TurnoverWhen agent attrition has eclipsed customer satisfaction as the most important KPI for contact centers, how do you lessen its impact, or...
Jason Ten-PowMay 30, 20234 minThe cost of high employee turnover in call centersThe cost of high employee turnover in call centers. Is agent turnover the new KPI for contact centers?
Jason Ten-PowMay 4, 20231 minHow to design the best contact center surveyAn effective contact center customer survey helps managers identify areas where the team excels while identifying areas for improvement....