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...
First Engage Yourself Book Excerpt by Zane Safrit

What’s the End You Have in Mind?

In The 7 Habits of Highly Effective People, Stephen Covey articulates this habit so clearly when he asks the reader to picture ... their...
Using Customer Journey Mapping to Collect Customer Service Feedback

Customer Experience: Collecting Meaningful Feedback

As many of the discussions at Engage 2015, Verint's Global Customer Conference, highlighted, analytics provides valuable insights into customers’ needs and expectations. To really...
Key Metrics to Include in Your Call Center Omnichannel Strategy

Key Metrics to Include in Your Omnichannel Strategy

Our omnichannel series has offered key insights from industry experts on the top challenges that contact centers face when transitioning their strategy from multichannel...
First Engage Yourself Book Excerpt by Zane Safrit

Why Is Engagement Important?

A few thousand years ago, Aristotle articulated a simple truth when he wrote: Well begun is half-done. The first step, the step most often...
Customer Perception of Offshore Call Center versus American Call Center

Customer Perception: Offshore vs. America

In the course of my business I speak to a few hundred contact center executives every year. One of the topics that seems to...
lost art asking questions

Add Customer Feedback to the Quality Program

How do your customers really feel about the experience they had with an agent? Incorporating customer feedback into a quality program can help to...
Omnichannel: Tracking the Customer Experience

Omnichannel: Tracking the Customer Experience

So far, in our omnichannel series, we looked at the top challenges that contact centers face when transitioning their strategy from multichannel to omnichannel,...
First Engage Yourself Book Excerpt by Zane Safrit

A New Approach to Employee Engagement

Albert Einstein defined insanity as ”doing the same thing over and over and expecting different results.“ Business books rarely start with quotes from Einstein or...
Contact Center Analytics in Action: Using VoC to Create a Better Experience

Analytics in Action: Using VoC Data to Create a Better Experience

Last month, some 1,200-plus contact center and operations leaders gathered in Las Vegas for Engage 2015—The Verint Systems Global Customer Conference, where they shared...
Call Center Knowledge Management

Doing More with Knowledge Management

Knowledge management (KM) is an Achilles’ heel for many contact centers. Some have an abundance of “tribal knowledge” scattered among a core of seasoned...