• Best Practices: Empowering the Backbone of Your Call Center

    Employees on the frontline are often the employees that are the most visible; they are the sales people, the call center agents and the employee base that makes up face of the company. But there’s an entirely separate workforce that goes unseen. They’re a group of employees that serve as the power horse for the folks who deal with...

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  • Measuring Employee Engagement in the Modern Contact Center

    A key aspect of running a successful business involves maintaining and strengthening the resources that a company already possesses. Along with the prevention of churn, employee retention is just as, if not more, important. For call centers, improving employee retention means more than just saving paperwork – it means a more reliable infrastructure of engaged employees, as well as...

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  • Treat Your Customers Like Family This Holiday Season

    Every day, your customers’ service needs change. Today, they have a question about a product on your website, and might find the push-to-talk button handy. Tomorrow, they may not be in a place where they can talk so freely, and so they choose to chat with an agent online. If they’re in a hurry, they might prefer a simple...

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  • Best Practices: Contact Center Infrastructure that Supports Business Process Changes

    Close your eyes for a second. Now open them. Did you see it? In that fleeting moment, your customers’ behavior changed. There, it just happened again. Keeping up with customers is a constant process, and if your business isn’t designed in a way that allows you to quickly and easily adapt, you could (and likely will) fall behind. If...

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  • Top Tips: Aligning Customer Service with your Customer Experience Strategy

    When customers shop with you, they expect a specific kind of experience. Taking this one step further, they expect that experience to be consistent every time, through every channel. If you’re Bass Pro Shops, for instance, they expect to be completely immersed in the fishing world when they enter your store. If you’re Charles Schwab, your customers expect you...

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  • Partnering with the Right Stakeholders, Driving Transformation

    Achieving a company transformation is no easy task. It requires everyone to work collaboratively toward a common goal, which means removing silos and building cross-functional teams. Whom should you collaborate with to achieve maximum transformation success in your call center? We suggest starting with a buy-in from the top (this includes the CEO and CFO, for the go-ahead and...

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  • Using Your Call Center to Rise above the Retail Clutter

    In the highly competitive U.S. retail market, finding new customers is a constant challenge. Leaders generally gain market share two ways: by taking customers away from their rivals, or by getting existing customers to spend more. Despite this, there is a third strategy for getting new customers that is quietly becoming popular among a small set of frontrunners: Garnering...

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  • Five Things that Your Customer Service Reps Should Always Keep in Mind

    Much attention is given to the technology used in improving call center interactions, but even the greatest solution is all for naught if the agents at your organization are unable to effectively handle the equipment to assist customers with their requests. It may be surprising to hear, but being able to relate with customers through fundamental communication skills –...

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  • Strengthening the Connections in Your Call Center

    As an increasing number of multichannel options become available to call center agents and consumers alike, it’s important that each method work as efficiently as the next so that customers are able to transition, for example, from a mobile app to a voice solution without having to repeat the entire process all over again. Whether speaking to a call...

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