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Collaboration

Engaged Contact Center Employees Equal Happy Customers

Engaged Employees = Happy Customers

Employee engagement is more than just a buzzword. Successful customer service organizations create a culture that encourages it. Engaged employees are more enthusiastic about...
The Value of Communities

The Value of Communities

I always find it interesting to talk with leaders of customer-centric companies about the strategies and practices that contribute to their success. Lately, I’ve...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in September

Contact center professionals are already gearing up for the holiday season and beyond. One of our five most-read blog posts in September provided timely...
Millennial Contact Center Company Culture

Making the Millennial Connection: Culture

If there is one thing that Alorica’s VP of Talent Acquisition Teri Morse believes is the “secret sauce” for attracting and retaining millennial employees,...
Call-Center-Inside-View-Feature

Inside View: Valvoline

It has often been said that motor oil is the lifeblood of an automobile engine. While professional drivers and automobile enthusiasts know that using...
The Digital Contact Center Workplace

Useful Tools for Your Digital Toolbox

How can you identify the digital opportunities that exist for your team? Think about how your staff communicates and collaborates (focus on the need,...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: How to Get Support from Other Functions

Departmental silos will stop a customer service initiative dead in its tracks. Silos also throw wrenches into daily service delivery goals when the contact...
Call-Center-Inside-View-Feature

Inside View: Ciena Corporation

Most organizations take an inside-out approach when it comes to customer management strategies. They measure performance and base decisions largely on internal benchmarks and...
Converging Call Center Technology Ecosystem

The Converging Technology Ecosystem

Over the years, we’ve watched key players in contact center technology change their market positioning. They want the market to take notice as their...
Invite contact center agents to spend time in the call center

Invite Your Peers to Spend Time in the Center

Inviting other department leaders into the center is a great way to provide them with first-hand knowledge of what goes on in the contact...
4 Tactics to Drive Companywide Process Excellence

4 Tactics to Drive Companywide Process Excellence

Errors or oversights caused by staff and functions outside of the contact center can create a significant amount of call volume. Other departments can...
Video Interview with Mark Kantor, Operations Support Team Lead at Legovideo

Executive Talk: Mark Kantor, Lego

In this Executive Talk video, I had an opportunity to talk with Mark Kantor, Lego Operations Support Team Lead. Mark has 20-plus years of...