Tag: call center

Have you noticed how some companies never need to look too far to fill a position? Or, can easily retain talent and thrive in...

A year after the onset of the COVID-19 pandemic, only 50% of organizations report they are well prepared to support customer engagement priorities moving...

Contact centers continue to dramatically change as we are forced to rethink and radically change how we do business. We cover many issues this...

Contact center staffing and work-from-home (WFH) topics led the blog reading list in April, indicating that centers may soon be ramping up for the...

2020 was already showing signs of being a transformative year for the call center industry—with growing interest in “all things cloud” due to the...

I have to admit, I’ve never gotten the whole superhero thing. I know that superhero movies consistently do really well at the box office,...

2020 was marked by multiple pivotal moments, most of which have been embraced as long-overdue turning points for businesses and the work environment. A...

As a trainer, I’m usually good at reading facial expressions and body language to determine if someone is getting the point or needs a...

2020 was quite a year for the contact center industry. Most contact centers have had to learn quickly how to move their agents home...

The definition of a “truly customer-centric” organization is one that has mastered the ability to intentionally design and consistently deliver the ideal customer experience...

Since the onset of the COVID pandemic, customers have found themselves in completely different circumstances, and support organizations have had to field new requests...

Many articles written toward the tail end of 2019 pegged 2020 as a year of big change for the contact center industry. Predictions from...

Executives regularly ask contact center leaders to explore new operational paradigms that could benefit their organizations. Some of these ideas come from things they...

I just recently notched a second decade on my contact center leadership belt loop, and I’ve more than once been tasked with purchasing technology,...

There are signs of spring everywhere. The little tree frogs are singing, flowers and trees are budding, the days are longer… all this to...

March is a transitional month—warmer days and more sunlight signal the end of winter. March 2021 also brings more COVID-19 vaccinations across the country...

I wasn’t planning on ever sharing this information with anyone, but we’re all friends here. Right? According to my parents, when I was a little...

While customer support traditionally has been thought of as a vehicle for solving real-time issues, that viewpoint has been challenged in recent years. Organizations...

Can you ever have enough high performers? Do you wish you could clone your best agents and make their outstanding performance the norm? Do...

For more than a decade, a push toward virtual contact centers with work-from-home (WFH) agents has been moderately successful. However, the COVID-19 pandemic accelerated...