training

4 Tips to Take Contact Center Training to the Next Level

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Training is an integral activity in contact centers, whether that be new hire onboarding or ongoing training and development of agents. However, with so many other business priorities, training doesn’t always get the love and attention it deserves. Even in those organizations where training is a cultural cornerstone, providing meaningful, engaging, and effective training is […]

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diversity

Embrace Tenure Diversity in Your Contact Center

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Contact centers should be comprised of new agents as well as agents with experience in the role. Embracing tenure diversity in the contact center provides new opportunities on all fronts, for new agents as well as those hitting anniversary milestones. Benefits of long-tenured employees From the outside, we often have the inclination to make false […]

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adherence

Contact Centers Need to Track Real Time Adherence and Here’s Why

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Buying a self-help book doesn’t do any good if you don’t follow the advice within it. Having a nutritionist develop you a tailored diet plan doesn’t do any good if you don’t follow the diet. It goes without saying that you only reap benefits from your investments if you actively utilize them! However, every day, […]

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culture

Time Well Spent – Hire for Culture Fit in the Contact Center

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We’ve all heard the saying “Happy agents make happy customers.” Corporate culture is one of the greatest influencers for happy agents, and it starts with a strong cultural foundation. There are countless opinions on what makes a great culture – some say it starts at the top with the leadership, others at the bottom with […]

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Adapt Your Contact Center to Customer Needs with Omnichannel

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In customer service, we find comfort in putting customers in different boxes or categories. This group of customers prefer email communication, these customers prefer phone interactions, those customers are high maintenance, etc. But what if I told you that a customer’s category changed based on the situation and circumstances? And it’s possible to keep up […]

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good customer experience

Give the Gift of a Good Customer Experience – Ask What They Want

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Have you ever excitedly anticipated a birthday present, and been slightly disappointed when you got it? Maybe you had something in mind that you were hoping to get, and you thought to yourself, “I wish they’d just asked what I wanted, instead of guessing.” It would have been a better use of their money, and […]

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Contact Resolution and Agent Empowerment will Increase Customer Loyalty

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There are lots of quotes about making mistakes, undoubtedly because we all mess up sometimes. Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. Organizations put a lot of emphasis on avoiding […]

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Incorporate Technology Effectively in Your Contact Center – Your Agents will Thank You

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If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. While technologies like chatbots and artificial intelligence (AI) can play an obvious role in shaping the customer experience, true transformation comes from not only looking digitally outward at your customers, but inward as […]

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