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After the Pandemic: How to Bring Back the Contact Center

The coronavirus (COVID-19) pandemic has caused unprecedented disruption across nearly every line of business, and contact centers are no exception. In times like these,...

Don’t Reduce People to Numbers… or Should You?

Assessment tools have been an industry standard in human resources management for a while. At times, this may feel cold and very corporate, as...

Are Microskills the Key to Surviving the Bots?

As the next decade is upon us, we should all take a minute to understand the big trends that are going to impact our...
The Making of a Contact Center Superagent

The Making of a Contact Center Superagent

The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced...

Turnover… But Not the Good Kind

The word “turnover” can make either your mouth water or your head hurt. Blueberry turnovers are one of my favorite sweets in the summer…...
Inside View Aryka Berry, Origami Owl

Inside View: Aryka Berry, Origami Owl

In today’s customer experience era, the impact of a committed, people-focused culture is undeniable. Top customer-centric brands typically attribute much of their success to...
5 Ways to Win with Gen Z Workers

5 Ways to Win with Gen Z Workers

Gen Z is known as the fastest-growing workforce in America right now. And although many employers might feel daunted by the influx of new...
Cautious Optimism… Taking Ownership of Communication

Cautious Optimism… Taking Ownership of Communication

Cautious optimism is defined as “a feeling of general confidence regarding a situation and/or its outcome coupled with a readiness for possible difficulties or...
Tips and Techniques for Coaching Success

Tips and Techniques for Coaching Success

Coaching agents is arguably the most critical responsibility for frontline contact center management. Effective coaching is known to foster agent engagement, reinforce and expand...

Improving Contact Center Operations: Happiness All Around to a “T”

The contact center environment can be hectic—you probably have don’t have much time or patience for a third-party outsourcer telling you how to “transform”...

12 Tips to Find Time for Coaching

Customer experience, employee engagement and sales results are driven by effective coaching. Coaching helps develop your agents’ skills. Done right, it also improves morale...
Call-Center-Inside-View-Feature

Inside View: DAT Solutions

In the B2B world, where businesses tend to compete on price, DAT Solutions stands out as a shining example of a service-oriented company that...
Creating Career Paths for Contact Center Agents

Creating Career Paths for Agents

There is no doubt that technology has accelerated the pace of change in contact centers. Yet when it comes to the human element, some...
Contact Center Technology and Omnichannel Success

Training vs. Coaching: Which Is Better?

Training and coaching are two different approaches, but people often use the words interchangeably—and even worse, they use the tactics interchangeably. Let’s clarify our...
Call Center Gamification a Holistic Approach for the Call Center Agent Lifecycle

Gamification: A Holistic Approach for the Agent Lifecycle

Climbing a traditional career ladder is not for everyone. Some agents may be perfectly content to spend their entire careers in the contact center...
Frontline Coaches

New Frontline Leaders: Coaching Skills Are Critical

Coaching is a key role for frontline supervisors, yet few newly promoted contact center leaders receive formal training in coaching techniques. New supervisors who...
Call-Center-Inside-View-Feature

Inside View: Carbonite

Trust is the most critical factor when it comes to choosing an online backup service. Customers rely on the provider’s solutions to protect their...
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...
cut attrition

Agent Attrition: Time for a Change

“Well, you know, it is a call center.” That phrase always seems to be uttered at some point when discussing turnover at a contact...
Call-Center-Inside-View-Feature

Inside View: VF Imagewear

Whether you’re in a restaurant, hotel, on a factory floor or dealing with local law enforcement or emergency services professionals, employees’ work uniforms influence...