Best Practices when Hiring for a VOC Team

VOC, or Voice of the Customer, is an invaluable form of feedback for a contact center, and a major determining factor in the VOC is the customer’s first encounter with your customer service professionals (CSPs). These customer service professionals are ambassadors of your company’s brand, and despite innovations in automation, they still play an important […]

Characteristics of a Successful Call Center Manager

Managing a call center full of employees goes beyond simply overseeing employees. Your employees must trust and respect you to be the authority on any difficulties they may be having with work, but you also must constantly be working to encourage employees to better themselves and also be aware of any improvements you can make […]

5 Things Your Contact Center Employees Won’t Tell You

You know how critical your contact center staff is to your success. As the front line of your business, they touch your customers’ lives and leave an indelible impression on your bottom line. What motivates them? What makes them try harder and work smarter? Here are five concerns your staff faces and strategies you can […]

What Agents Are Looking for in a Schedule

For managers, a lot of thought goes into mastering the art of scheduling. Determining and assigning shifts can be a difficult and time-consuming process, but it is an activity that needs to be done in every contact center. Instead of guessing what the agents want when creating the schedule, the following tips may be helpful […]

New Year's Resolutions for Contact Center Supervisors

December is coming to an end. And with 2015 just around the corner, it is only natural to think of the changes you hope to implement within the workplace. As you transition to the New Year, consider adding these noteworthy goals to your New Year’s resolution list. 1) Be a teacher and a student. As […]

Verint Media Recorder - Customer Feedback Software

Providing quality customer service is one of the main goals of most contact centers. By promoting strong customer service, contact centers are looking to drive their performance and improve their organization’s position in today’s competitive market. With so many companies working towards the same goal, it is natural to wonder exactly what the customer’s think […]

The Pros and Cons of Call Scripting

Call scripting is one of the “hot topics” in the contact center industry, primarily because there are so many opinions on the subject. There are many people in favor of call scripting, while many still remain against it. Do you already do it in your contact center? Are you thinking about incorporating it? If yes, […]

5 Phrases a Contact Center Agent Should Never Say

There are many times in the course of a day that an agent may be stumped by a question or frustrated with a difficult client. No matter their struggles, though, it is important that they keep their cool while in contact with the client. This article will touch on some of the phrases that many […]

How to Incorporate Banked Hours into Scheduling

When it comes to agent scheduling in contact centers, flexibility is the name of the game. On the one hand, employees are always searching for flexibility in the hours they work. Contact centers, on the other hand, require flexibility so that they can supply the appropriate number of agents to keep up with varying demand. […]

5 Secrets to Running a Successful Contact Center

There are hundreds, if not thousands, of things to consider when running a contact center. From choosing the best equipment to hiring agents to optimizing the scheduling, it can be easy to get caught up in the details. Successful contact centers, however, know how to balance all of the requirements along with all of the […]