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Definitive Logic Case Study
Definitive Logic – Internal Service Desk Case Study Implemented in: 6 weeks Ticket Volume/Month: 500+ Internal Support Teams: 8 Agents: 8 Light Agents: 74 Being one of the most sought out IT consulting firms and a preferred technology partner for the federal...
Want to Improve Quality? Ditch the Score from your Scorecards
See how Navy Federal Credit Union moved away from your traditional quality scorecard into a more progressive model, by eliminating the score from the scorecard. In an article published by ICMI, NFCU decided to improve their quality by shifting away from the old...
Are You Ready for the Future of Customer Service?
This is a great article published by ICMI on what you should be looking for in outsourcing a trusted contact center partner. The piece about the agent workforce is very insightful, detailing how technology is stepping in to handle tier 0 interactions, leaving agents...
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