Contact Center Solutions: Help Your Workforce Increase Their Own Engagement

Think back to your school days for a minute. Were you a motivated student? Whether your answer is yes or no, there’s something to be learned from your response. If you were driven to do your best, you probably had some sort of interior motivation egging you on. Your teachers’ initiatives to keep students interested […]

Basic Info on Cloud-Based Contact Center Security

For organizations looking to establish or convert to cloud-based contact centers, addressing security and privacy issues is a critical component of the planning stages to ensure that there are no major security exposures and all compliance requirements are met. For cloud-based contact centers, availability and accessibility from the cloud is crucial. Employees need to be […]

7 Tips for Improving Listening Skills in a Contact Center

Most of what goes on in a call center involves listening. Yes, agents do need to speak, as well, in order to resolve a complaint, walk a customer through troubleshooting a problem, or make a sale. But in each and every one of those cases, listening to the customer still needs to be the top […]

Eight Great Coaching Tips for Contact Center Managers

Everyone recognizes the importance of training to the development of an effective contact center workforce. Without it, customer service levels suffer – and so does your contact center’s performance. But what about one-on-one, in-person coaching? How important is coaching to contact center performance? In order to get the best results from a coaching program, certain […]

Customer Service-Driven Marketing

Whether your realize it or not, your call center agents may be your organization's best tool in meeting its marketing objectives. When you look at some of the most successful brands, many of them rely on customer service driven models to increase their bottom lines. And in order to do this -- achieve maximum customer […]

Implementing Social Media in your Call Center

As social media continues to play a major role in how companies engage and support their customer's needs, an increasing number of companies are evaluating whether this engagement requires its own department or if it can be incorporated into the existing customer support infrastructure. If call centers handle customer service, the question becomes how, and […]

Should 911 Centers Be Funded by Cell Phone Surcharges or Taxpayer Funds?

The debate has been raging for some time now, and though petitions have been circulated online, the issue still remains. Should 911 call centers be funded by cell phone surcharges or by taxpayer funds? In New York State (as well as in seven other states across the nation), the $1.20 cell phone surcharge, which used […]

7 Tips for Dealing with Angry Contact Center Customers

No matter what type of contact center you run, from customer service to technical support to sales, eventually, your employees are going to have to deal with an angry customer. It’s never a pleasant experience, but there are steps that can be taken to make sure that the situation is handled as smoothly as possible, […]

4 Factors to Consider when Choosing UC Solutions Vendors

Effective UC (unified communications) solutions can play an integral role in streamlining the communication processes and outcomes for any contact center. As technology continues to evolve at breakneck speeds, a well-thought-out UC (unified communications) plan that allows for ongoing change can help your enterprise communicate more efficiently and ultimately, more profitably. UC has long been […]

9 Tips for Managing Remote Contact Center Agents

With a growing number of organizations taking advantage of the cost savings associated with at-home, or remote call center agents, managers are learning new ways of overseeing and guiding these employees. Best practices associated with managing remote agents are similar to what works well in leading traditional contact centers: hiring the right people, who are […]