7 Tips for Using VoC Programs to Spur Customer Loyalty

In the business world today, relationships are everything. Purchasing decisions are often driven by the strength of the connection a consumer feels with a certain company. This rapport with a brand is what leads to true customer loyalty ─ an emotional connection with a business that turns a one-time buyer into a repeat customer. So […]

Social Media and Public Safety

Could the public ever contact 911 for help via Twitter or Facebook? Though public safety answering points are far from implementing that service now, it’s actually something that’s being mulled over by key figures in the industry. Social media is already being tapped for a variety of public safety uses but there are major challenges […]

How To Prepare For An Escalated Call

It’s probably every contact center supervisor’s least favorite thing about their job: handling escalated calls. By their very nature, these calls are unpleasant at best, and day ruining at worst. Whether it’s the customer who’s demanding to speak to a supervisor, or the call center agent who has given up trying to solve the problem […]

Tips for Providing Distinctive Social Media Customer Service

These days, it’s not enough to simply provide good customer service – you want to ensure that your contact center’s customer service is distinctive. It’s one thing to build rapport with customers on the phone, where you are able to listen empathetically and speak reassuringly. When providing customer service via social media, however, the situation […]

Proactive Contact Center Customer Service Saves Money

Contact center workforce management is a true balancing act. What with all the intricacies of scheduling, the heavy workload of call monitoring and training, the high standards of customer service, and the expectation of short call times, it can sometimes seem overwhelming. Wouldn’t it be nice if there was a way to take control of […]

Improving Your Contact Center Team Managers’ Leadership Skills

Ensuring that the team managers in your contact center are performing at high levels is essential to the success of your entire operation. Team managers work in close contact with your agents, so strong leadership skills are vital in inspiring them to do their best as well. Unfortunately, agents often cite incompatibility with team managers […]

Customer Service for High-Value Customers

Many contact centers treat all customers equally, whether they’re brand new customers who’ve just spent their first $5 with the company, or die-hard, loyal fans who’ve spent thousands with them over the years. While everyone who calls in to your contact center certainly deserves the same level of customer service in terms of the polite, […]

6 Tips for Handling Seasonal Contact Center Staffing

Whether your contact center’s busy season comes around the holidays, in the summer, or any time in between, at some point in the year, a spike in call volume will probably necessitate the hiring of some seasonal staff. But how do you find the right employees to take those all-important peak season calls? And just […]

5 Tips for Predicting Call Volume in Your Contact Center

Every contact center is different, but no matter what type of calls your center handles, the issue of accurately predicting call volume is a vital one. If you don’t know when your contact center will be flooded with calls, you might not have enough staff on hand to deal with it. And if, on the […]

NENA Releases Guide to Handling Text-to-911 in the PSAP

As the call for PSAPs to accept 911 texts becomes more and more widespread, it appears inevitable that emergency call centers will soon have to deal with this additional method of communication. In order to prepare PSAPs for this likelihood, the National Emergency Number Association (NENA) has released a guide to handling texts to 911, […]

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