Make a Call Center Technology Move with Confidence
See how you can reduce the risk and frustration of migrating call center applications. With proper planning and key team members in place to assist you, you’ll avoid...
What Customers Want and How Your Contact Center Can Deliver
Stop the anger. Get customers to their happy place.
Today’s call centers must be all things to all people. Despite this, most customers agree on what...
Workforce Management: Third Generation Comes of Age
Workforce management (WFM) has been at the foundation of efficient contact center and customer care operations for decades. Today, over 30 years since the first WFM solution...
Words for the Ys – How to Leverage a Generation’s Strengths and Improve its Staying Power in the Contact Center
Every generation brings to the workplace a set of overarching characteristics that are shaped by the events and cultural norms of its day. The Silent Generation brought an...
How Speech Analytics Helps You Take Charge Of Compliance And Liability
If you are a contact center or enterprise business facing compliance measures, you know who you are. More than likely, you have established a compliance process to ensure...
9 Steps for Coaching Call Center Agents
The call record method is, in my opinion, one of the best approaches to coaching agent phone calls and ensuring quality. Here’s a 9-step plan for effectively coaching...