contact center

“Ride our bike for 50 days; if you don’t like it, return it, no questions asked.” “Cancel your subscription for those razor blades—it’s OK, we...

As some folks gaze into the future, they see a world filled with smartphones where users routinely text instead of call. With that in...

In today’s digital era, customers expect the same level of service no matter how they contact you. They don’t view your brand as a...

In the contact center, recognition for a job well done does wonders for boosting morale and motivation. Research by the Society for Human Resource...

Heather had been working as a contact center agent at ABC Electric for almost 18 months when her boss approached her with exciting news....

Mapping the customer journey is not a new concept. In fact, within the contact center world, it’s quickly become a critical part of delivering...

Imagine you are a frontline employee at a company’s order desk. For years, you answered the inbound phone queue and took orders from vendors....

When I think about employee engagement, I relate it to a culture that includes things like trust, purpose, empowerment, development and recognition. We will...

What is it about September? It always makes me feel like we are “getting back to work.” Maybe it’s the end of summer and...

The end of August signals the end of the summer and, for many, a renewed focus on the workplace. For contact center professionals, this...

Hiring and onboarding new employees are processes that no contact center manager takes lightly, especially since high agent turnover remains a top challenge. Compounding...

If you’re in the market for workforce management (WFM) software and you don’t know how to get started, consider these two approaches: Use a...