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...
Omnichannel: Tracking the Customer Experience

Staffing an Omnichannel Operation

Our omnichannel series continues with a look at the impact on the contact center agent’s job and skill sets. So far, this series has offered...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in August

Our five top posts in August covered a range of topics—from tips to improve agent engagement during new-hire training to the impact that video...
Video Chat for Customer Service in the Contact Center

More Video Chat Considerations

Turning on the camera in the contact center creates a substantial number of questions for management to consider. Yesterday’s post looked at some of...
Video Chat for Customer Service in the Contact Center

Video in the Contact Center

I am not one that jumps on the bandwagon every time something new comes down the pike. Given that, my take on video chat—that...