How Workforce Optimization Can Help You Start 2016 Off Right

If you work in customer service, you've probably been hearing about the importance of the customer journey for years now. With customers having more power than ever before, their experience is paramount to a business's success. At a contact center, your agents are the ones on the customer experience frontlines - they're the people who […]

Verint SMC: How Situation Management Technology Can Help Make Our Cities and Businesses Safer

As disheartening as it is to admit it, cities and businesses today face a growing number of increasingly sophisticated threats. Acts of terrorism, cybercrime, mass shootings – these horrifying acts are becoming more and more common. These are in addition to the threats we’ve always faced, like natural disasters, accidents, and intruders. The question of […]

Five Tips for Creating Effective Customer Surveys

Getting honest customer feedback just might be one of the most difficult tasks a contact center manager has on her plate. From informal feedback, like comments a customer makes during a service call, to formal feedback, like complaints, there are countless opportunities each day to listen to and glean valuable insight from what your […]

5 Tips for Better Contact Center Agent Coaching

Training vs. coaching: although both are methods of helping a call center agent improve his or her performance, these two learning models are actually quite different. In training, a variety of methods can be used. You can offer webinars, videos, or virtual training sessions with other agents or managers. Training offers more general information for […]

Public Safety Tips for New Year’s Eve

New Year’s Eve is the last hurrah of the holiday season - one last night to enjoy big parties, overindulge in food and drinks, and celebrate with friends and family. While there’s plenty of fun to be had on New Year’s Eve, the New Year’s Eve holiday period is also one of the most dangerous […]

Crowdsourcing Public Safety

The advent of smartphones has changed a lot of things about our daily lives. We tweet and post our Facebook status on the go, we take pictures of everything from our dogs to our food, and we can summon up a song, movie, or TV show while we’re out shopping, or on the beach. Another […]

4 Ways to Show Appreciation for Public Safety Workers this Holiday Season

Police officers, firefighters, EMS workers, 911 dispatchers—these are the brave individuals who selflessly serve and protect our communities. These people have some of the most difficult, and thankless, jobs around. But they’re not in it for the thanks. These men and women do what they do out of a strong sense of duty and the […]

5 Ways for Public Safety Workers to De-Stress During the Holidays

The holiday season is a wonderful time for all kinds of reasons - but for many people it’s also one of the most stressful times of the year. This can be especially true for public safety professionals like law enforcement, firefighters, 911 dispatchers, and EMS workers. Part of this is due to the fact that […]

How to Keep Contact Center Agent Morale High During the Busy Holiday Season

Working during the holidays is, unfortunately, often a fact of life for contact center agents. It can be hard to be one of the people for whom the holiday season means just another busy day on the job, instead of spending time relaxing with family. When you’re manning the phones while everyone else is digging […]

Top 4 Ways to Reduce Call Center Employee Turnover

Everyone knows that losing contact center agents to turnover is expensive. In fact, according to Quality Assurance and Training Connection, replacing one frontline agent can cost anywhere between $10,000 and $12,000. And when you multiply that by the high numbers of agents who end up leaving their jobs within a couple of years—between 30 and […]