How Workforce Optimization Can Improve Back Office Efficiency

Despite being part of the same business, the front office and back office rarely work very well together. The customer-facing front office is concerned with customer satisfaction and quick issue resolution. The back office is concerned with longer-term tasks - things like remaining compliant, maintaining the budget, or evaluating legal issues. Because the work of […]

3 Companies Offering Amazing Customer Service - and What You Can Learn From Them

Giving great customer service doesn’t seem like it should be that hard. Hire nice people, train them well, provide them with the tools they need to do their jobs, and amazing service should follow naturally - right? If only it were that easy. Assuming you’ve got the right people working for you (let’s leave aside, […]

Public Safety and the Internet of Things

The Internet of Things is one of the most exciting technological developments since, well...the internet. If you’re not familiar with this concept, all it refers to are objects - from toys to electric meters to watches - that are connected to the internet. There are plenty of these items connected and in use already. Most […]

Omnichannel Customer Service Should Span Both the Physical and Virtual Worlds

There’s lots of talk these days about omnichannel customer service, or omnichannel customer engagement. What this industry jargon term actually means is something pretty simple. Essentially, it means that your customer is able to access your product or service no matter where they are - on their mobile devices, on your website, on your social […]

How Public Safety Technology Can Help Organizations During Accreditation

In the public safety arena, citizen confidence is paramount. The people that PSAPs, local law enforcement, EMS, and firefighters serve have to feel that these organizations are holding themselves to the highest standards - otherwise, the system just doesn’t work well. That’s one reason that the strongest public safety organizations place such emphasis on accreditation. […]

4 Tips for Building an Effective Knowledge Management Program

As customers become more adept at solving smaller issues through self-service channels, the problems that they contact companies for are becoming more complex. This is putting contact center agents in a challenging position, as they find themselves having to work harder, as well as smarter, in order to make sure customers leave the interaction with […]

How to Get the Most Out of Your Workforce Optimization Software

It’s been said by many that 80 percent of technology users will use only 20 percent of that technology’s features. While at first, this might seem hard to believe - after all, most of us consider ourselves to be fairly tech-savvy, at least when it comes to things like tablets and smartphones - if you […]

24 Unique Ways to Reward Your Employees for a Job Well Done

No matter what industry you’re in, one of the most effective - and easiest - ways to help increase employee satisfaction and decrease turnover is to let your employees know how much you appreciate them. In industries that run on tight financial and time margins, like public safety and contact centers, employee rewards often end […]

Getting Customer Self-Service Right

It’s no secret that customers today are demanding effective self-service options from the contact centers they interact with. From financial services to retail to technology services, contact centers in industries of all types are realizing that offering self-service options is the only way to keep their customers loyal and happy. But offering self-service and getting […]

3 Ways You Can Empower Your Agents to Handle the Most Difficult Customers

Dealing with angry or unsatisfied customers is, unfortunately, simply part of the job for contact center agents. Whether a service isn’t working as it should, a product arrived damaged, or the customer was surprised by a fee they didn’t expect, every industry has its own share of customer problems - and often, it’s the contact […]