Starting Fast in 2021: Advice from 3 Contact Center Experts and Me
The value of getting a year off to a fast start in 2021 cannot be...
Everyone Shouldn’t Have to Hate Customer Service
When it comes to seeking assistance from a company’s customer service unit, everyone does have their “breakpoint.” This was made clear in recent article in The Wall Street Journal headlined ”Everyone Hates Customer Service. This is Why.” However, while fascination with determining the point of “breakpoint” is as an interesting element in efficiently delivering customer service, there’s another, more important, one that cannot be overlooked – the need for competent, engaged and enabled customer service agents.
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Increasing productivity at Microsoft
Watch this webinar to learn how Microsoft increased agent productivity in its contact centers by...
How to make your first line managers first rate
Read about the 6 skills first line managers need in today’s hybrid contact center and...
The 3 keys to higher customer satisfaction
When you engage employees at an emotional level, provide continuous learning, they will want to...
WFH Hurts Contact Center Productivity – Here’s How to Fix It
Having contact center agents continue to WFH is more than reasonable. Continuing to accept less...
Don’t Forget the ‘Accidental Managers’ During a Crisis
Across the contact center industry it’s often the case that team leaders are first-time managers....
How to Deal with COVID-19’s Impact on Contact Centers
I’ve been involved in contact centers for nearly 25 years. Anyone who understands this business...
Don’t Overlook Contact Center Employees Who Were Working from Home Before COVID-19 Hit
According to the IWG Global Workforce Survey, half of all employees, globally, work away from...
How to Reduce Attrition In ‘The Year of the Agent’
The fifth annual survey on Contact Centers’ Biggest Challenges and Top Priorities was recently issued...
It’s all about CSAT during a crisis
In times of crisis, your client's patience is worn thin. Dissatisfy them and you'll lose...
Depending on Bots Is Dangerous to the Future of Your Contact Center
A research study on what technology contact center leaders expect in the future - and...
Everyone Shouldn’t Have to Hate Customer Service
This commentary on a recent Wall Street Journal article reviews why service agents need more...