Successful continuous improvement programs need to be implemented as part of a process-intelligence culture that permeates an organization, and not as a ‘back room’ consulting gig. Here’s how to get started.
From IVR, to self-service, to mobile, to social communities – this article covers several tips to reduce repetitive calls while maintaining service levels. And a good reminder: always be realistic with contact reduction.
Learn the four principles of web accessibility, known as POUR — perceivable, operable, understandable, robust — to create inclusive digital experiences.
First Call Resolution (FCR) is a critically important metric in a call center, particularly because it’s so closely tied to Customer Satisfaction. This article offers techniques for measuring FCR, and also concrete ways to improve it.
Streamline your request-for-proposal process with our sample mobile video platform and over-the-top (OTT) RFP template, based on how to write great mobile RFPs.
Learn the importance of a design process and how it can benefit your business. It sets clear expectations, puts clients at ease and minimizes risk of failure.
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