7 DAYS LEFT TO ENTER THE AWARDS!
Compete in 2019 for a World Title and be named Best in the World in one or more than 34 awards - Click here to apply now
JOIN US AND HEAR BEST PRACTICES
At the 2019 NEXT GENERATION Contact Center & Customer Engagement events - Click here to book now
Time to upgrade your membership
Take advantage of all the benefits of an executive membership - Click here to upgrade now
Build Your Professional Network! Log in now (Not a member? click here to register FREE)
VP, Product and Segment Marketing
Project Analyst - cXc
Business Development Executive
Contact Center Supervisor
System Not Easy To Use?
I have lost count of the times agents/reps have said to me that the systems designed by the IT dept. are not user friendly. One of the best ways to illustrate this to the IT dept is to have them periodically sit by some agents and watch how they use the system and the problems they encounter. This way the IT team can get first hand experience of the issues and can make appropriate changes to improve productivity, service and agent satisfaction.