contact centers
A Call Center and Nonprofit Partnership Connects Homeless with Jobs
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....
Hot Trends Impacting Contact Centers: Millennials
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...
Agent Turnover Still No. 1 Challenge for Contact Centers
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 Contact Center Benchmarking Survey: The Results Are In
Credit union call centers are between a rock and a hard place. They recognize the need to raise their standards of service in response...
Top 5 Posts in August
Curious about the most popular topics that contact center professionals were reading in August? Take a look at our top 5 posts for the...
Why You Need to Perform Customer Segmentation at Your Contact Center
You likely run targeted marketing campaigns, have multiple levels of products, and offer different sales terms to meet the variety of needs of your...
Home Agents: 4 Tips for Building a Cohesive Team Culture
Over time, all work groups develop norms, which are the rules and expectations (either formally or informally established) that guide the team members’ behaviors....
Promoting a Culture of Recognition
Do you have a culture of retention or turnover? Do your employees feel like they are on a progressive journey, or that the foot...
Frontline Coaches: Ask Don’t Tell
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...
A Day in the Contact Center with LINDSEY ANSLOW
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...
Why Training Matters: Linking Training Program Success to Larger Company Goals
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...
What Causes Slow Service?
Speed is the ultimate compliment that we can pay our customers. It shows that we value their time and we recognize they have better...
