Tag: contact centers

In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than...

Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top concern year after year....

Memo to the Vendor Community: We work with many clients that are interested in acquiring new technology. It is always a good sign when investments...

Welcome to summertime and our July issue! Soon we will celebrate one of America’s most cherished holidays, the Fourth of July, or Independence Day,...

On a single night in 2017, 553,742 people were experiencing homelessness in the United States, according to the Department of Housing and Urban Development....

The impact that millennials are having on work environments across sectors continues to be a leading topic for contact center leaders. In our five-part...

High agent turnover has been a leading source of frustration in contact centers for decades. Despite dealing with rapidly evolving technologies, digital channel expansion...

Credit union call centers are between a rock and a hard place. They recognize the need to raise their standards of service in response...

Curious about the most popular topics that contact center professionals were reading in August? Take a look at our top 5 posts for the...

You likely run targeted marketing campaigns, have multiple levels of products, and offer different sales terms to meet the variety of needs of your...

Over time, all work groups develop norms, which are the rules and expectations (either formally or informally established) that guide the team members’ behaviors....

Do you have a culture of retention or turnover? Do your employees feel like they are on a progressive journey, or that the foot...

Despite the critical role that they play in employee satisfaction and retention, frontline supervisors often are not provided with the training on how to drive...

LINDSEY ANSLOW has dedicated her career to working in customer-centric contact centers. As Director of Operations at DependableIT, a third-party provider of commercial and residential...

Wait a minute, if it’s 2015, shouldn’t we have flying cars by now? Much to the disappointment of Marty McFly from “Back to the...

Speed is the ultimate compliment that we can pay our customers. It shows that we value their time and we recognize they have better...

How do you get your entire company to support and live your core values? By engaging staff and leaders in defining what your organization...

It’s an unfortunate reality in many companies that staff development becomes an easy target anytime the budget needs to be tightened. Once training resources...

Is your current recruiting and hiring strategy the same one that’s been in place for the past five or 10 years? If so, you’ve...

Employees at Sutter Physician Services, an affiliate of Sutter Health, say that it’s a great place to work—and high ratings from its employee experience...