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Customer Satisfaction Survey Erosion

Customer Satisfaction Survey Erosion

In today’s world, the customer satisfaction survey is a given. Some businesses (Lyft, Airbnb) rely on it as part of the model, and could...

Inside View: Adriana Thompson, Buildasign.com

Adriana Thompson has been drawn to customer service roles throughout her career. That is not surprising given her positive outlook, natural charisma and genuine...

Contact Centers: The Secret to Business Intelligence

In the era of big data, leading contact centers are taking a hard look at their use of analytics. However, with the increasing tsunami...
Lost in the Labyrinth: Contact Center Visionary or Radical?

Lost in the Labyrinth: Visionary or Radical?

Today’s contact centers must go deeper into the organizational labyrinth and transform to be considered a strategic asset. This transformation must be influenced by...
Contact Center Executive Outlook on Employee Engagement

Contact Center Executive Outlook on Employee Engagement

Employee engagement continues to top the lists of management challenges—and with good reason. It’s a complex issue that directly influences the business—positively or negatively—through...
Customer Experience Can Drive Topline and Bottomline Growth

How Customer Experience Can Drive Topline and Bottomline Growth

For decades, the quality of products and services reigned king as the primary driver of customer loyalty and business growth. In today’s digitally driven...
Call-Center-Inside-View-Feature

Inside View: Delta Vacations’ Customer Engagement Center

Most companies—and contact centers—have traditionally operated on the principle that the rules of the workplace always outweigh the needs of employees. Few companies have...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in June

June was a busy month for industry events, including the 2018 SWPP Annual Conference. WFM expert Tiffany LaReau of Human Numbers was onsite in...
How to Get the Best Results from Your RFP

How to Get the Best Results from Your RFP

Request for Proposal. RFP. Frontline users and vendors alike let out a collective groan at the prospect of a long, cumbersome and painful process....
How to Improve Contact Center Scheduling Practices

How to Improve Scheduling Practices

Whether you’re generating schedules for the very first time, or you want to examine your current scheduling practices and look for improvements, I hope...
Contact Center C-Level to Cube-Level

Lost in the Labyrinth: C-Level to Cube-Level… Making the Link

Success will come at the C-level when it is realized that the contact center is no longer simply a source of implementing technology and...
How to Create the Right Forecast to Drive Customer Experience Success

The Value in Accuracy: How to Create the Right Forecast to Drive Customer Experience...

Few words carry as much weight for workforce management (WFM) professionals as forecasting. Nothing else has the power to simultaneously elevate and torpedo the...