Coming in at the top of February’s most read blog posts is Steve’s Research Report showing predictions for contact centers in the U.S. in 2025. Next up, Shane educates us on CC consultants: their role, the benefits and challenges of working together, and how to select the right partner.
Then, Eric shares with us how to manage angry customers using his Angry Customer Protocol. Dina details how coaching and training have changed over the past 30 years and what strategies are effective in our ever-changing landscape.
To round things out, Jason shares with us how best to deliver effective leadership in our centers. Enjoy our February Top 5!
Predictions for the U.S. Contact Center Industry in 2025
As 2024 has come to an end, ContactBabel has looked at the thousands of surveys we’ve carried out with contact centers and customers in the U.S., and made some predictions about what we’re likely to see in 2025.
The Contact Center Heroes Without Capes
Optimizing contact center operations has become more crucial with the difference between a tweet of praise and a viral customer service horror story that can hinge on a single interaction.
How to Manage Angry Customers
To paraphrase a saying from gladiatorial combat in ancient Rome: “For those who are about to be verbally abused, I salute you!”
The Re-Invention of the Telephone Center
“Change is the only constant in life.”
—Heraclitus
The above age-old adage came to mind as I reflected on the past 30-plus years in the contact center industry. As telephone centers (yes, that was the original name) started up in the mid 80’s, terms like multi-channel, digital enhancement, customer experience management, and artificial intelligence (AI) were not a part of the vocabulary.
Delivering Effective Contact Center Management
In the dynamic world of contact centers, effective leadership stands as the linchpin of operational excellence and customer satisfaction.
