Tuning the CX Engine
Contact centers are the engines of the customer experience (CX). They move the CX forward with skilled agent drivers at the wheels guiding the...
Make Unlearning and Adapting a 2024 Resolution
New year, new goals, new learning: and lots of unlearning!
The challenge to find top-tiered, engaged talent has never been tougher than this point in...
Tuning Your Training and Coaching
In my career, I have been fortunate to have both run numerous contact center/service delivery operations and consulted for hundreds of other contact centers....
How to Efficiently Maximize Contact Reach
As soon as 9 am came around, my palms felt sweaty and there was an unease in the pit of my stomach. Because that...
The Benefits of Prioritizing Employee Needs
The unemployment rate for people with disabilities is, according to the United Nations, at and over 50% in industrialized countries alone, meaning organizations are...
It’s Definitely Time to Rethink the Agent Desktop Experience
There is no doubt that the contact center agent’s job is much more demanding today compared to a few years ago. Ever-changing customer behavior,...
Meet our April Wall of Fame Author: Leslie O’Flahavan
Area of expertise:
I am a plain language writing expert. I help customer care organizations improve the quality of their written communications with customers. I...
Outgrowing Contact Center Growing Pains
Most of us understand the idiom “growing pains” as it relates to the stresses of actual physical human growth in ourselves and/or in our...
Upleveling Contact Center QM to the Analytics Age
Exceptional customer experiences (CXs) are critical to short- and long-term business success. Because of this, it’s instrumental to have a detailed understanding of what...
Four Ways to Turn Delivery Problems Into Good CXs
As the COVID-19 pandemic brought the world to a halt, supply chains everywhere felt the pain. A shortage of truck drivers, decreased port access,...
How to be Great in Workforce Management
Not all roads to WFM Training follow the same path. Here is some information to help you understand the characteristics and the differences amongst...
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,...
Avoiding Agent Underhiring and Undertraining
My first professional exposure to contact centers came in 2005, and it didn’t take long to fall in love with the industry.
The pace,...
Call Center Training in the New Era
The COVID-19 pandemic did disrupt the old normal of grabbing coffee and rushing into the office. Today it’s more like hitting the alarm and...
Top 5 Posts in November
This month, our blog readers were interested in a variety of topics affecting their centers. Leslie discusses the skill that is of the utmost...
Walking the Walk: TD Bank’s New Financial Wellbeing Program
One of the key missions of banks is to help their customers understand their finances, and the choices and the products and services available,...
Keeping the Customer Promise
Promises are the most personal and binding of commitments, and therefore are to be made carefully, kept fully, and broken only in the most...
How to Make Holiday Hires More Productive
It’s time to staff up for the holidays!
Yes, it’s hot out there. But contact center managers know that winter is around the corner...
5 Ways to Manage Risk
2022 has been a pivotal turning point in the age of sales, risk, and technology. Traditional business-to-business (B2B) selling strategies, through inside contact centers...
If I Were a Rep . . .
I have spent many hours in Contact Centers of varied shapes, sizes, and purposes - both premise-based and remote. At times, I have been...
