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Celebrating Customer Service Representative Heroes

Recognizing customer representatives for resolving tough customer calls, and at the same time providing great customer experience, is one of the best practices for improving first call resolution and customer satisfaction.

September 20th, 2016|Categories: Customer Service Representative|Tags: , , |

World Class Certification for CSRs and Supervisors

Recognition practices are one of the lowest rated attributes by front line CSRs. Only 35% of CSRs are very satisfied with their center’s recognition practices.

August 23rd, 2016|Categories: CSR, Recognition Program|Tags: , , |

Does Your Recognition Program Motivate CSRs and Managers?

A best practice to improve FCR and other KPIs in your contact center is to recognize CSR behavior and base rewards on VoC results with a recognition program. Recognition needs to be in a frequent, descriptive and impactful manner, so that CSRs know what they are being recognized for.

November 23rd, 2015|Categories: CSR, Recognition Program|Tags: , , , |