Category: Performance Management

The 4 biggest issues call center managers must tackle

Changes in technology, business strategies, and buyers’ preferences are transforming the customer support landscape. To cope with this constant flux, call center managers must keep reshaping and reorganizing their processes. To do so, they must update their objectives, acquire new tech tools, and carry out new customer experience strategies. The question is: Are they heading […]

How can call centers recover from bad performance reviews?

Call centers are always working hard to deliver excellent customer support. But no matter how good they are at their craft, most of them are bound to get poor performance reviews at some point. These setbacks are a natural part of running a contact center. You may think you have outstanding employees, high-caliber tech tools, […]