Video Chat for Customer Service in the Contact Center

Video in the Contact Center

I am not one that jumps on the bandwagon every time something new comes down the pike. Given that, my take on video chat—that...
A key consideration for your social customer service team

Social Customer Service: When to Respond, When to Escalate

A key consideration for your social customer service team is determining whether they will respond only to certain types of posts or comments—or everything....
Call-Center-Inside-View-Feature

Inside View: Thomson Reuters

There is no doubt that speech analytics delivers great value to contact centers looking to improve processes, performance and customer experience. Getting the most...
Training Aligned

Don’t Shortchange Technology Implementation

Too often, the pursuit of technology is driven by speed and constrained by resources. Experience shows this to be a bad combination. Getting implementation right...
First Steps on the Contact Center Omnichannel Journey

Omnichannel: Reevaluating the QA Process

Our omnichannel series has offered key insights from industry experts on the top challenges that contact centers face when transitioning their strategy from multichannel...
Five Tips to Improve Employee Engagement During New-Hire Training in the Call Center

5 More Tips to Boost Engagement During New-Hire Training

In my last post, I offered five tips to reduce your new-hires’ training jitters, while increasing their knowledge retention and engagement. The following are...
First Engage Yourself Book Excerpt by Zane Safrit

9 Things My Latest Book on Employee Engagement Lacks

To keep my latest book—First, Engage Yourself—short enough to read over, say, a long lunch, I omitted nine things. 1. Buzzwords and Wonky Terms...
How Strong is Your Call Center Foundation

How Strong Is Your Foundation?

I am a huge proponent of teaching all of our frontline leaders about contact center management foundations—those principles that factually define our organizations. These...
Five Tips to Improve Employee Engagement During New-Hire Training in the Call Center

5 Tips to Improve Engagement During New-Hire Training

I remember my first day as an agent at a major phone company. It was at the start of my working life. I was...
Author Q and A

Author Q&A: First, Engage Yourself

We all know that creating positive customer experiences requires highly engaged employees. The link between employee engagement and overall organizational success has been proven...
Training Call Center Frontline Leaders for Customer Service

Training Frontline Leaders

There are hundreds of thousands of us working in supervisory and management positions in contact centers… and the truth is, most just sort of...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in July

Our top blog post in July offered insights from AllStaff’s Eric Berg about customers’ views of offshore contact centers—why offshore centers have an image...