In recent years, some service providers have subscribed to the theory that companies should strive to provide a level of customer service that is...

Errors or oversights caused by staff and functions outside of the contact center can create a significant amount of call volume. Other departments can...

JoAnn Morency is a founding board member for the NECCF (NorthEast Contact Center Forum), and Senior Vice President and Director of Retail Banking at...

In this final post in our omnichannel series, we asked our panel of industry experts to pinpoint the most important thing for leaders to...

In this Executive Talk interview, I had an opportunity to chat with Kristi Holcombe, Director of Workforce Management at Travelers. Kristi has over 20...

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

The amount of information that contact center leaders have access to is phenomenal. We live with it every day, so we tend to take...

Delivering a consistent customer experience across channels requires integration and collaboration across functions. Our omnichannel series continues with a look at internal resources that...

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...

Show your staff appreciation for the important work that they do! Customer service professionals work diligently all year to protect and enhance your brand....

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 centers exist to support customers who need to access information or complete transactions. Companies can reduce costs by addressing those needs, partially if...

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

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...

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...

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

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...

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...

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...

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...

A key consideration for your social customer service team is determining whether they will respond only to certain types of posts or comments—or everything....

There is no doubt that speech analytics delivers great value to contact centers looking to improve processes, performance and customer experience. Getting the most...

Too often, the pursuit of technology is driven by speed and constrained by resources. Experience shows this to be a bad combination. Getting implementation right...

Our omnichannel series has offered key insights from industry experts on the top challenges that contact centers face when transitioning their strategy from multichannel...

In my last post, I offered five tips to reduce your new-hires’ training jitters, while increasing their knowledge retention and engagement. The following are...

To keep my latest book—First, Engage Yourself—short enough to read over, say, a long lunch, I omitted nine things. 1. Buzzwords and Wonky Terms...

I am a huge proponent of teaching all of our frontline leaders about contact center management foundations—those principles that factually define our organizations. These...

I remember my first day as an agent at a major phone company. It was at the start of my working life. I was...