Tag: contact center

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....

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...

We all know that creating positive customer experiences requires highly engaged employees. The link between employee engagement and overall organizational success has been proven...