Attrition is the headache of almost all contact centers. It creates excessive recruiting and training costs, and prevents the operation from ever fully surpassing a learning curve to reach maturity ...
If C-level leaders of a company were asked what is the key performance indicator (KPI) for determining if the call center is operating effectively and efficiently, most will say service level, some ...
When Mark Ranalletti and Kap Wallingford purchased Calyx Flowers in summer 2015, the husband-and-wife team sought to pivot the online flower seller from a customer acquisition-focused brand to a ...
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