At first glance, the term “virtual call center agent” sounds like a Siri-like creature who exists in the ether, saving the day for troubled customers. Is it a bot? AI? No, a virtual call center agent is a regular human being. “Virtual” modifies the call center, so the call center is virtual but the agent […]
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10 Steps to Reduce Call Center Attrition
Keeping good employees is a priority in every industry. But in call centers, it can be significantly more challenging. QATC estimates that the turnover rate in the call center industry ranges between 30-45%. If you’re a veteran of the industry, you already know this because hiring and retaining good agents is something successful contact centers […]
Read8 Qualities of Effective Contact Center Agents
What if the only human interaction your customers have with your brand is through an agent working at your contact center? Wouldn’t you make sure that agent was great “brand ambassador” material? Many companies, especially those with no brick and mortar presence, are in this very position. Contact center agents have a significant impact on […]
ReadThis Holiday Season will Belong to the Creative Contact Center Staffers
Wow! The U.S. Job market is on fire! Recently released data shows the unemployment rate is 3.7%, the lowest it’s been since 1969 when a good chunk of our population was removed from the work force in order to fight the war in Vietnam. There are currently more job openings than there are people looking […]
ReadBuilding for the Future – Cloud Contact Center Solutions Offer Flexibility, Scalability and Omnichannel
Building for the Future: CX in the Cloud is packed with real world lessons learned from a panel of seasoned contact center experts. What better way to learn about the benefits of moving contact center technology to the cloud than from the companies employing these solutions. TechStyle Fashion Group “One of the reasons why we […]
ReadAll Things Omnichannel – Join the Inner Circle
It seems like the “adoption of omnichannel” has appeared on all of the annual industry prediction lists for at least the last four years. And I predict it will appear on those lists for at least four more. This is because omnichannel isn’t a quick win, passing fad. It’s typically a multi-year business strategy that […]
ReadTurn Your Contact Center Service Agents into Product Gurus
James Rouse, an American real estate developer and philanthropist, is credited with saying, “Profit is not the legitimate purpose of business. The legitimate purpose of business is to provide a product or service that people need and do it so well that it’s profitable.” This is a product-centric view of business and it makes a […]
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