Staffing

The profit engine of any successful call center rests on two cornerstones: retaining skilled agents and minimizing sick leave. These aren’t peripheral metrics; they...

There has been much coverage, and many blogs, posts, and press releases, about how AI will increase employee productivity, improve customer experience (CX), and...

Today’s economic, political, and social climate can best be described as a full-on storm, what with inflation, costs, unemployment rates and changing labor supply,...

Contact centers are facing a wide array of environmental, financial, operational, and regulatory challenges. Examples include, but are not limited to: Budget pressures. Evolving customer expectations. Staffing...

There is one question that has always driven my approach, both when I was in contact center leadership and now in my consulting practice....

Deciding how and where to locate contact centers in today’s climate is like attempting to dock a ship in rough waters. Such conditions including...

This month, Brendan kicks off the top 5 with leading contact center experts' insights on staffing and retention. Next, Rick shares his three-part series...

When there are critical matters at hand - in this case ensuring the right numbers of quality contact center agents in order to retain...

Changes in the labor force will impact the customer experience (CX) as much, if not more, than emerging technologies over the next decade. While...

Changes in the labor force will impact the customer experience (CX) as much, if not more, than emerging technologies over the next decade. While...

As the customer service industry evolves and customer expectations rise, call and contact centers must look to innovative staffing alternatives to traditional onsite hiring...

We now live in “The Age of Angst”: of fear and insecurity, facing a bleak future with social upheavals, pandemics, natural- and human-caused or...

The ability of contact centers to provide an excellent customer experience (CX) is being buffeted by two key winds of change. Challenges in attracting and...

Contact centers seamlessly bridge the gap between companies and customers, forging strong connections across multiple channels. Operating at the intersection of cutting-edge technology, relentless...

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...

Healthcare has experienced massive disruption due to the global pandemic. In 2019, just before the shutdowns began, Healthcare was getting comfortable with Contact Centers....

Businesses continue to grapple with high turnover rates — 4.1 million people in the U.S. quit their jobs in September 2022 alone — and...

Customer contact organizations are being pushed by strong tailwinds yet are facing powerful headwinds. Customers increasingly and understandably insist on top quality service for...

While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact...

The retail industry has always been marked by its unpredictable sales peaks and valleys—and that can make managing retail customer service a significant challenge....