Video Interview with Kristi Holcombe, Director of Workforce Management, Travelersvideo

Executive Talk: Kristi Holcombe, Travelers

In this Executive Talk interview, I had an opportunity to chat with Kristi Holcombe, Director of Workforce Management at Travelers. Kristi has over 20...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in September

Take a look at our top five blog posts in September to see which topics your fellow contact center professionals were reading about: How...
Contact Center Leaders Creating Actionable Knowledge

Creating Actionable Knowledge

The amount of information that contact center leaders have access to is phenomenal. We live with it every day, so we tend to take...
First Steps on the Contact Center Omnichannel Journey

Omnichannel Strategy: Start with the Right Internal Resources

Delivering a consistent customer experience across channels requires integration and collaboration across functions. Our omnichannel series continues with a look at internal resources that...
Video Interview with Mark Kantor, Operations Support Team Lead at Legovideo

Executive Talk: Mark Kantor, Lego

In this Executive Talk video, I had an opportunity to talk with Mark Kantor, Lego Operations Support Team Lead. Mark has 20-plus years of...

Celebrate National Customer Service Week

Show your staff appreciation for the important work that they do! Customer service professionals work diligently all year to protect and enhance your brand....
The Ugly Truth About Call Center Agent Occupancy

The Ugly Truth About Agent Occupancy (Or Why 85% May Be Too Low)

All my talk about Occupancy makes me realize two things: First, many people may not know what exactly it is. Second, they may not...
Contact Center Self Service as a Customer Satisfying Experience

Self-Service as a Customer-Satisfying Experience

Contact centers exist to support customers who need to access information or complete transactions. Companies can reduce costs by addressing those needs, partially if...
Video interview with Stacey Swim, Contact Center Manager for Unum Insurancevideo

Executive Talk: Stacey Swim, Unum Insurance

Unum Contact Center Manager Stacey Swim has 29 years of customer service experience, spanning the Insurance and Financial Services Industries. She has spent most...
Underutilized Metrics

Managing Seasonal Call Volume

It’s every contact center’s mission: Making sure that the right resources are in the right place at the right time. Things get a little...
Call-Center-Inside-View-Feature

Inside View: UPMC Health Plan

Guests of high-end hotels have come to expect over-the-top service from concierge staff. These well-trained individuals tap into their extensive knowledge of local services...
increase call center new hire retention with realistic job preview

Boost New-hire Retention with a Realistic Job Preview

In their eagerness to attract the best talent, companies often oversell the job during the recruiting process, which only increases early defections. Providing a...