Does Your Team Know How to Handle Difficult Calls?

It’s a fact of life for every contact center – difficult calls will come. As a manager, you are the employee’s first line of defense, offering the information and support the employee needs to handle each stressful situation. Since you know that into every call cue some difficult calls must fall, be prepared with a […]

Don’t Waste Time! Take These 3 Steps to Stop Break Time Abuse

Every busy contact center relies on careful scheduling. As a manager, you make sure you have adequate staffing for peak times, and you’re working hard to minimize attendance issues with a strong work environment, good employee/manager relationships, recognition and motivation, and adherence to disciplinary procedures. But right in the middle of each day, when your […]

Is Your Team Morale Growing? Build a Better Contact Center Team in 6 Easy Steps

Your employee morale, like everything else in your business, is either growing or dying. Make sure the line is going “up and to the right” with careful attention to team building. Building your contact center team spirit isn’t easy, and it isn’t a one-time event. It takes dedication to each member of the team, meeting […]

6 Really Obvious Ways to Build Relationships with Your Contact Center Team

“Because I said so” or “Because I’m the boss” just doesn’t cut it with your contact center employees. Especially since they're likely to handle stressful customer service or public safety situations on behalf of your company. So while your knowledge of the product, hard work, and creativity prepared you well for leadership of the team, […]

Apply These 4 Secrets to Increase Your Contact Center Attendance

One of the most crucial variables to your customer service team’s success is employee attendance. Your queue rate, customer satisfaction, and sales metrics all depend on your team’s availability and responsiveness. Quite simply, you can’t adequately meet your goals and the needs of your customers without your team. So how can a contact center manager […]

Trends And Challenges For Call Centers In 2015

Every contact center manager worth his salt knows that you’ve got to have eyes in the back of your head. Marching hand-in-hand with supervising daily operations is the need to see where change is taking place. By keeping an eye peeled for the next wave in customer satisfaction you can meet events strategically. More Mobile […]

SMS & Contact Centers: A Perfect Match

Throughout the last year, there has been more and more talk of the where SMS might fit into the current contact center climate. Not only are there now quite a few cloud services that offer easy platforms on which to cultivate SMS-driven interactions, but also, these carriers are permitting inbound SMS to any toll-free number. […]

Why the Retail Industry Should Consider Outsourcing Customer Support

A hot topic in the contact center industry has been whether the retail industry should outsource its customer support. Marked by customers with high standards, margin pressures, and seasonal spikes in demand, it is one of the biggest and most competitive markets. In such a tough climate, the differentiating factor between success and failure often […]

Constructing an Effective Incentive Program

It’s been repeatedly said, the employees who act as agents within a contact center are one of the most important factors in its functioning and success. It’s also been said that it’s becoming increasingly difficult to prevent turnover and sustain their satisfaction, motivation, and engagement. The Bureau of Labor Statistics recently released a finding that […]

Myths about Speech Analytics

There is much that gets said and circulated about Speech Analytics, and not all of it is accurate. Even those who are very familiar with the technology can harbor misconceptions about the logistics and requirements. Without the help of a professional service, it can often be a disorienting, or uphill, process. Though we can’t quite […]