Frontline Customer Service Call Center Agent Pay Rising

Frontline Agent Pay Rising

The tightening job market and an increase in the minimum wage have contributed to upward pressure on agent pay. In the last 12 to...
Call Center Managed Technology Service Tips

Managed Services: Easy to Want, Hard to Buy

Managed services (MS) are easy to want given the desire to lessen reliance on IT, add agility, secure specialty expertise and/or change cost structures....
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Give Agents a Voice in Process Improvement

Despite the growing popularity of the collaborative corporate culture, the more traditional directive model is still common today. In a directive organization, leaders give...
3 Winning Data Strategies for your Customer Service Call Center

The 3 Winning Data Strategies for Contact Center Success

Effective data use can separate the preeminent contact centers from the rest of the pack. As you work to leverage your center’s data, consider...
The moment of truth in customer service

Moment of Truth

The origin of the idiom Moment of Truth is a “translation of the Spanish el Momento de la Verdad, signifying the point in a...
Call-Center-Inside-View-Feature

Inside View: Cassidy Klundt, Sitel

It has often been said that the most effective leaders are lifelong learners. They are driven to continually develop their skills and abilities, and...
Four ways to expand quality monitoring in the customer service contact center

4 Ways to Expand the Value of Quality Monitoring

I have always been a big proponent of quality monitoring (QM) programs. It’s the best process we have to determine how well agents are...
Failure Points for work at home call center agent programs

Top 3 Failure Points for Work-at-Home Programs

Over the past few years, we’ve worked with 800-plus organizations in design, implementation and continuous improvement of work-at-home programs for contact centers. Now...
The Profession of Call Center Management Advocacy Group

The Profession of Contact Center Management

How many of you reading this chose contact center management as your career? Like many of you, I “fell” into this industry. I had just...
Why Training Matters

From Transaction Processors to Knowledge Workers

Service is delivered through people. Despite all the advanced technology and Six Sigma processes that we institute in our contact centers, the frontline agent...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in February

The top blog posts in February ran the gamut from a look at the “plan it, prove it” concept to explain WFM to execs,...
promoting a culture of attendance

10 Common Retention Mistakes

Some of the best lessons about customer service happen when you are the customer. In my case, I spent 20 years as a loyal...