All The Tips In One Place

May 15

Does Poor Leadership Impact The Customer Experience? With Cameron Farrar

Juanita Coley: Hey, guys, and welcome back to Call Center Chronicles. I'm super excited to have you with us here today. Man, we've been...

May 8

Systems, Engineering and Missiles Oh My! With Samantha Lickteig

Juanita Coley: Hey, guys, and welcome to Call Center Chronicles. It is Juanita Coley here, again the founder of Solid Rock Consulting in...

May 1

I Can't Code But I Love Tech...Now What? - With Hosanna Hali

Juanita Coley: Hey guys. Welcome to call center Chronicles. We are on episode 6. We've been having some episodes and I'm super excited...

Apr 25

It Was All A Dream...With Donald Spann

Juanita Coley: Thank you so much for joining us here at Call Center Chronicles. I'm super excited about today's guest, my mind is just...

Apr 17

Call Center Unicorns

Juanita Coley: Thank you so much Ebony for being with me today. Tell us a little bit more about yourself. Introduce yourself. Tell us...

Apr 11

The post pandemic 'new normal' in the contact center industry.

Juanita Coley: So, Joel, thank you so much for joining us here today. Tell us a little bit more about yourself. And what did you think...

Apr 3

Up Up and Away - The Five9 Way

Juanita Coley: Hey! We are in episode five, that is right. We're in episode five and today we are talking through more of technology and...

Mar 27

Managing The Human Resources In The Pandemic

Juanita Coley: I can hear you better now. Yes. Orlando Haynes: Thank you so much for the opportunity. I feel fantabulous as well, if I...

Mar 20

Maybe It IS Rocket Science

Dr. Tara Ruttley: I’ve loved space since probably I was in 3rd grade. I remember there were lots of spacewalks that I used to watch on...

Jan 31

Quality Management: What is it and why is it important to every Contact Center.

Contact Center Quality Management (QM) is the systematic process used to track and analyze agent interactions (calls, emails, and chats)...

Jan 15

Desktop Process Analytics: What is it and how it can help to QM your back office.

Desktop Process Analytics (DPA) analyzes how long an agent uses each of their application resources during a call, such as their dialer...

Dec 31, 2020

Audit 3 Calls per Month or 1000 Calls per Month?

Let Automated Quality Monitoring (AQM) make the decision easy. Automated Quality Monitoring (AQM) is fairly new technology that is a...

Dec 19, 2020

Speech Recognition Software

What every Contact Center needs it to efficiently transcribe calls and identify trends. In a 2018 study conducted by Microsoft...

Nov 17, 2020

The Top 3 Issues Affecting Contact Center Expenses

Are you a Contact Center director/executive banging your head against the wall struggling to crack the code on why your center is missing...

Oct 19, 2020

The “WFM Impact” Methodology

(What do you mean this thing does much more!?!?) Note: This blog was written by Juanita Coley and originally published on SWPP.org back...

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