Five Things Customers Demand From Your Call Center – Do You Provide Them?
Customers know what to anticipate from an efficient and successful engagement, and that is what they want you to deliver. This is what is on their minds. Is your contact center up to the task?
Cut Agent Training Time in Half
Training is the critical step that prepares new agents before they are ready to serve your customers. Obviously it’s important to get it right, but it’s also true that the time devoted to training is time when that agent is being paid, but not yet doing the job for which he or she was hired.
Maintaining Optimal Service at the End of Each Shift
Learn how to maintain customer service from start to the end of your shift.
Four Factors Found In Every Successful Contact Center
Take a closer look at successful people and successful companies, and you’ll often find they share the same positive traits.
Call Recording Challenges: How to Avoid Them
There are many different call recording software solutions available. While their essential purpose remains the same, there are variations in
Is Your Contact Center Prepared for General Data Protection Regulation (GDPR)?
In May of 2018, the European Union will officially adopt the General Data Protection Regulation (GDPR), new legislation created to
Five Questions to Ask Before Investing in Quality Management (QM)
Ready to take your quality management efforts to the next level? Great! Obviously this is an investment you only want
Should Contact Centers Be Forced To Reveal Where They are Located?
It happens almost every year: A bill is introduced in Congress to address contact center outsourcing. The 2018 version comes
Seven Tags to Use in Call Recording
A call recording system should do more than maintain a record of all incoming customer calls – it should make
Quick and Easy Contact Center Quality Monitoring
We all know the importance of quality management. But we also know there are only so many hours in the
Turning Angry Customers Into Loyal Customers
At what point do you give up on a customer? The right answer, of course, is “never.” Of course mistakes
The ‘Why’ and ‘How’ of Quality Monitoring
Ask any consumer why they choose one business over another and their first answer is likely to reference quality –
Two Techniques for Training Better Agents: Motivation and Monitoring
It takes a great many resources to make a contact center run efficiently. But despite the advances in workforce management
Call Monitoring Collects Critical Data About Your Agents – and Your Customers
As the value of data continues to rise, more and more companies are recognizing the importance of their call centers,