Kathy Sobus + Chuck Branum


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6 Steps to Empowering Agents with Workforce Engagement Management [Part 1]

Posted on June 21, 2022 by Kathy Sobus + Chuck Branum

What factors determine whether a contact center interaction produces a positive outcome? Often, it’s the agent that makes the difference, but this doesn’t tell the whole story. How was the “right agent” trained? Why was the call routed to that employee? What business systems supported the interaction? To ensure the quality of every customer interaction, contact center managers need a business system – a repeatable approach.

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