millennials

Managing Gen-Z and Millennials in the Contact Center

Share:

Millennials – born between 1980 and 1995 –  have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z. Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. […]

Read
workforce management

Workforce Management Basics in Today’s Contact Center: Part 2

Share:

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management You figured out the forecast and created a schedule to cover it, so […]

Read
small business customer service

Digital Customer Service on a Shoestring

Share:

A penny saved is a penny earned, right? That’s certainly true in business, and nowhere more visibly than in small and medium enterprises. The smaller the company, the smaller the budget and the more pressure managers are under to justify every expense. But there are some things no company should skimp on, and digital customer […]

Read
email

It Turns Out, Customers LIKE Email

Share:

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp). And yet, it turns out […]

Read
contact center

Get Your Contact Center Ready for the Modern Age

Share:

If you purchased a laptop in 2012 and compared it to one today it would be like comparing a raft to a nuclear submarine!  That’s because all technology has a “shelf-life”. For many IT systems this is about seven years.  This is also true for call center systems.  Why does technology have an expiration date? […]

Read
contact center agents

Contact Center Agents – Soaring up From Heroes to Super Heroes

Share:

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. Agent turn over continues to soar at over 30-45%, more than double the average of all industries (Research, The Quality Assurance & Training Connection). Today’s agents […]

Read
social customer service

Empathetic Social Customer Service Means More Than Typing Sorry

Share:

Ever heard the expression “don’t be sorry, just change?” Sure, you have. Nowhere is this more applicable than in social customer service. It’s easy for brands to say or type “sorry,” and that’s exactly what makes the phrase less-than-helpful for customers. Everyone on social media – which is just about everyone – knows how little […]

Read
1 2 3 22