by Andrew Bosko | Aug 6, 2019 | Uncategorized
Peaks and dips in call volume are a reality for every call center operation. Most volume cycles are easily anticipated, driven by the seasonality of your business or predictable market shifts. But how ready are you for the unanticipated? Extreme weather, natural...
by Andrew Bosko | Aug 1, 2019 | Uncategorized
What the New Forrester CX Index Reveals About Your Untapped CX Opportunity The newest Forrester Index is out and, frankly, the findings are extremely eye-opening. For most U.S. brands, customer experience improvement has hit a plateau. Overall, according to the...
by Andrew Bosko | Jul 30, 2019 | Uncategorized
5 Secrets to Beating the Late Summer Slump Keep Your Call Center Agents Present, Productive, and Brand Positive, Even During the Dog Days of Summer Let’s face it, an inbound customer care center is a busy, sometimes high pressure work environment. It takes a special...
by Andrew Bosko | Jul 25, 2019 | Uncategorized
In a recent post, I covered 3 reasons every medical and dental practice should invest in patient surveying. But for many practices, especially smaller ones, making the decision to survey can be a challenging one. While the idea of asking patients how you’re...
by Andrew Bosko | Jul 23, 2019 | Uncategorized
How to Drive Higher Employee Retention in Today’s Low Unemployment In his recent article, tackling employee retention for Forbes, Mike Kappel shares his top four methods for keeping great hires onboard. One reason I like this piece so much and strongly recommend you...
