COPC

AUGUST 4, 2016

I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center , to be an interesting one because it discusses some of the changes in our industry that are being made possible by process and technology, but with an eye to improving the customer experience. By Leonard Klie – CRM magazine.

Contact Center 40

Contact Center Average Handle Time CRM Call Center 40

CSM Magazine

JUNE 12, 2017

Executives often hone-in on the call center as a prime place to begin cutting costs, but are challenged with how to do so, without negatively impacting the customer experience. AHT is the sum of talk time, hold time and call wrap-up time divided by the total number of calls.

Customer Experience 45

Customer Experience Call Center Average Handle Time Telecommunications 45

Michel Falcon Experience

FEBRUARY 11, 2019

My career started in 2007 as a call center agent in my early twenties. A quarter billion dollars a year in sales. I joined, worked in the call center, answered a hundred calls a day for about a year, five days a week. He gets it right. He understands behavior in the workplace and outside of the workplace.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Michel Falcon Experience

MARCH 12, 2019

” That company now just $400 million a year in sales, system wide, across the globe. I applied for both, and then I was hired by both companies, and I chose one 1-800-GOT-JUNK because they had just won the Best Workplace in Canada Award by Maclean’s Magazine as a medium sized company. Magazine all of the time.

Culture 12

Culture Employee Engagement Company Engagement 12