Are You Ready for Gen Z?
I’ve had so many calls from frantic HR managers and executives about millennials, that it’s become routine. “Over-entitled, lazy, tech-obsessed, lacking dedication, impatient” are some of the typical complaints I get about the largest generation in U.S. history, who...
Customer Attention – What Do You Do With It?
The CEO of Netflix recently said that they compete with Facebook, YouTube and sleep. While Netflix competes with my sleep at 1AM, you know for a fact that every business out there is competing for your attention. So, what do you do with your customer’s attention? Well...
Top 5 Customer Service Expectations in 2017
https://www.jacada.com/blog/digital-solutions-vendors-can-implement-quickly Customer service trends are today driven by the need to meet consumer expectations. However, the evolution of technological innovation together with the shift in the demographics of consumers...
Can you reduce AHT without damaging customer satisfaction?
It is well known that metrics have an important role in the success of any call center. Perhaps none more so, regardless of the communication channel, than the Average Handle Time (AHT), which is essentially a management tool to assess how quickly employees are...
