• Time-Based Access Tools For Devs

    In this screencast, I discuss time-based access codes, Rackspace Cloud Tools partner Dome9 for server access, and ways you can grant temporary access to a file that lives on Cloud Files and the importance of having time-based multi-factor access for your users.

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  • Bad Weather Equals Bad News for Brick and Mortar Call Centers

    Severe weather is a headache for everyone. When it comes to a brick and mortar call center, though, it can be the difference between call center agents and managers being able to effectively do their jobs, and work coming to a complete standstill (and, as we all know, any work coming to a standstill can lead to a huge...

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  • Supporting Your Physical Contact Center with a Virtual Call Center

    The recession is slowly but surely being put behind us and, as such, industries are beginning to thrive again. Businesses are booming, start-ups are springing into action, and your call center? Well, it’s operating at full capacity. Need a little elbow room but you have no place to put more people? Don’t call that commercial realtor just yet. Instead,...

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  • Reduce Waiting Time: 60 Percent of Customers Hold for Less Than One Minute

    When a customer reaches out to a company for customer service, spending time on hold during a phone call feels much longer than it actually is. In fact, an AT&T survey revealed that for customers, a simple 30-second hold came across as if it had lasted for 90 seconds. Seeing how almost 60 percent of customers are unwilling to...

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  • The Virtual Solution to the Temporary Employee Challenge

    With hurricane season in full swing and the holidays right around the corner, call center managers’ minds are on staffing. If you’re part of this group, you may be asking yourself: When should I start to scale up or down? Do I have enough trained agents? What if I have to close the contact center due to inclement weather...

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  • Empowering Your Call Center Agents Could Save You Millions

    No matter how smart and self-sufficient the customer or how automated a technology in question may be, an inefficient agent can have a detrimental effect on any business. It is for this reason that empowering call center agents is a necessary step on the road to success. It doesn’t take much to know that the expectation of the customer...

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  • Taking a Step Back Could Be Your First Step Toward Progress

    The proliferation of mobile technology and interactive customer solutions has undeniably made the job of the call center easier. Contacting and interacting with customers is easy, managing accounts and customer history is simple, and a well-implemented call center application or solution can make the company’s side of the equation easy to navigate. However, in an age of countless solutions,...

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  • The Call Center Manager’s Role in Handling Customer Complaints

    Customer complaints and problems, service agents are trained and empowered to solve most them on their own using business rules that are preset in a company’s call center software. There are some service recovery situations, however, in which the conversation needs to be escalated to a manager. The manager has three key responsibilities during an escalated call: 1.       Satisfy...

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  • Best Practices for Successfully Offering Preferred Communication Channels

    It’s no secret that customers use more than one method to get the information they want. Between the use of computers, iPads, smartphones and more, there’s now far more than one unique way for customers to reach out to companies and get information. Therefore, among the many call center solutions on the market today, it is absolutely critical that...

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