The Contact Center Talent Crisis – Part 2
Contact centers are facing a talent crisis. Declining populations, shrinking workforce participation, and a widening skills gap aren’t just challenges; they foreshadow a looming...
The Contact Center Talent Crisis – Part 1
Sarah, an operations director at a Phoenix-Ariz.-area healthcare contact center, used to focus on KPIs and coaching her team. Now, she stares at empty...
Going Home for Talent
In 2020, the sudden shift to work-from-home (WFH) status for contact center employees felt chaotic and temporary.
In 2021 it became a necessary, but...
How to Create a Lasting Human Experience
The modern contact center is a comprehensive customer experience (CX) hub, built to ensure customer satisfaction and help businesses thrive in a digital age....
Unlock the Power of Inclusion and Equity
Diversity, equity, and inclusion (DEI) are vital components of an effective workplace and are necessary for any business’s success.
When implemented correctly, these pillars...
How to Check Writing Skills Before Hiring
Your team is hiring customer service agents, and you want them to be good at responding in written channels: email, chat, social media, SMS,...
The Hard, Hidden Costs of Attrition
Employee attrition affects every contact center. Most executives realize churn is expensive, but few know what it costs a specific center, much less an...
Top 5 Posts in December
Throughout December, our readers have focused on two big topics over on the blog: how to provide the best customer experience via an omnichannel...
Making Virtual Training Engaging
Virtual training is here to stay! With many contact centers going hybrid or staying fully remote, how do you ensure training keeps people engaged,...
Steering around the Staffing Rapids
Navigating the legal landscape has always been challenging for employers in the contact center industry, but a wave of new laws affecting hiring and...
Easy to Get is Hard to Get Rid Of…Ode to Leo J.
My father travelled quite a bit for both business and pleasure. Once on a trip to Denmark he was entertained at a business associate’s...
The Future of Contact Centers?
Despite their increasingly important role in attracting and retaining customers and revenues, contact centers continue to face high agent turnover.
Yet to keep delivering...
Refining Remote Working
Going remote was just the beginning. If 2020 was about transitioning and uncertainty, consider 2021 the year of acceptance and innovation as contact centers...
A Second Chance to Stop the Great Resignation
According to the U.S. Labor Department, a record 4.3 million Americans quit their jobs in August, 2021 and experts predict this trend won’t slow...
The New Broom Sweeps Clean
The idiom The New Broom Sweeps Clean is great for the New Year since it essentially means to get rid of the old and...
Virtual Contact Center Jobs Provide Opportunities for Workers with Disabilities
More than a year after COVID-19 was declared a global pandemic, the impact has greatly affected how all of us work and live. Due...
Live Chat Vs. Phone Agents: How to Find Top Performers at Scale
More and more consumer interactions are going to online channels, making live-chat support the fastest-growing business segment for contact centers and business process outsourcing...
Recruiting for the Contact Center of the Future
For more than a decade, a push toward virtual contact centers with work-from-home (WFH) agents has been moderately successful. However, the COVID-19 pandemic accelerated...
Contact Center Recruiting: Tap into the Older Workforce
We all at one time have fallen victim to the clickbait trap. You see an enticing notice that reads something like, “10 Full-Length Photos...
Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next
Chances are you have pivoted toward remote agents, and maybe not by choice: Most organizations were forced into work-from-home situations. You scrambled and had...
