Recruiting & Hiring

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 less than optimal, way to keep businesses moving forward. But...

The modern contact center is a comprehensive customer experience (CX) hub, built to ensure customer satisfaction and help businesses thrive in a digital age. It is an omnichannel environment designed to align conversations across...

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 can lead to increased productivity, improved customer service, and a...

Your team is hiring customer service agents, and you want them to be good at responding in written channels: email, chat, social media, SMS, and ratings and reviews. But it’s not easy to figure...

Employee attrition affects every contact center. Most executives realize churn is expensive, but few know what it costs a specific center, much less an enterprise. It is a blind spot that blurs decision-making and...

Throughout December, our readers have focused on two big topics over on the blog: how to provide the best customer experience via an omnichannel approach and navigating the challenges of recruiting, training, and retaining...

Virtual training is here to stay! With many contact centers going hybrid or staying fully remote, how do you ensure training keeps people engaged, encourages interactivity, and effectively improves their skills? To find out,...

Navigating the legal landscape has always been challenging for employers in the contact center industry, but a wave of new laws affecting hiring and management practices will complicate matters further. Handling these additional requirements...

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 home. The hostess asked Dad to sign the tablecloth which...

Despite their increasingly important role in attracting and retaining customers and revenues, contact centers continue to face high agent turnover. Yet to keep delivering excellent customer service and support and making sales, centers must...

Going remote was just the beginning. If 2020 was about transitioning and uncertainty, consider 2021 the year of acceptance and innovation as contact centers embrace the new reality. Eighteen months into the COVID-19 pandemic...

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 any time soon. This phenomenon, known as the Great Resignation...

The idiom The New Broom Sweeps Clean is great for the New Year since it essentially means to get rid of the old and bring in the new. It appears in John Heywood’s 1546...

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 to the need for social distancing, many businesses closed—some for...

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 providers worldwide. As businesses digitize, the pace of this growth...

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 that trend at lightning speed as contact centers around the...

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 of Sasquatch Making Snow Angels.” Who can resist? This happened...

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 little choice. The race will soon be on to either replace...

Contact center leaders often find themselves faced with the challenge of having to quickly staff up to accommodate business growth and expansion. Identifying a top candidate who has the passion and skills to deliver...

As an initial point of contact with your brand, customer service reps must be able to provide an excellent customer experience and resolve problems fairly and efficiently while showing empathy to every caller. It’s...