Want to Improve Quality?  Ditch the Score from your Scorecards

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?

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...