Yes, equality is no myth and everyone can get into the top 1%!

No, we are not talking about socio-economics or politics! We are talking about how a modern knowledge management system can bring about performance equality among your agents, making all your agents as good as your best. It can also make the best agent better, starting a virtuous cycle of “upward mobility” for the entire contact center “society”! At the end of the day, it is knowledge that differentiates one agent from another and increasingly one business from the other. In…

Measure to manage customer experience

In many areas of management it is clear what to measure and what action to take when things go wrong. For example, if a product comes out of a manufacturing process too cold you need to increase the temperature. In contrast, customer satisfaction is very hard to measure. Customer service is subjective and is only one part of the consumer’s overall experience with a company. There are many variables that can affect how people perceive customer service and no single…