How to Handle Homeworking Agents

Virtual agents are a quickly growing trend, forcing many companies to consider the option for their company. While there are a few compromises and downsides to having virtual agents, there are a host of advantages as well. Not only are agents working from home shown to be more productive than those in a physical office […]

Contact Center Solutions

Making the decision between a softphone and desk phone can be a difficult one. Having already made the switch from a traditional switched phone network to a VoIP system, your contact center has proactively taken an important step in the process. By working on a VoIP system, you are essentially working over the Internet, which […]

3 Surefire Ways to Motivate Managers

Contact centers are a rapidly changing environment with more and more responsibility being placed on the managers who lead each individual center. These changes, which come in order to follow a customer based approach, pushes each center to evolve into a more dynamic and complex environment. Managers are expected to understand and command these complexities, […]

3 Tips for Dealing With the Stress of 911 Dispatching

When many people think of first responders, police officers, fire fighters and EMTs come to mind. Although they may not be first on the scene, 911 dispatchers are actually the first responders to the emergency, listening to and helping people through difficult and often life threatening situations. Dealing with frightened callers and emergency situations can […]

Picking the Perfect Chairs for Your Contact Center

Although it may not seem like it, the furniture in a contact center is pretty significant. Finding the perfect furniture for a contact center has actually been shown to produce improvements in productivity and eliminate stress and injuries in the workplace. The demanding environment of a contact center is especially in need of comfortable chairs […]

Choosing the Best Mouse and Keyboard for Your Contact Center

Your computers already have enough tangled cords coming out of it. You can get rid of the majority of them by going wireless. The best ergonomic keyboard for your contact center will help ease carpal tunnel. However, it may not look like your traditional keyboard. Some may be wireless or have the keys rearranged differently […]

4 Mistakes Your Contact Center Should Avoid

We all get frustrated when we call customer service for help only to get a response of, “Can you hold for a moment?” That moment can easily feel like forever. Here are some of the worst mistakes a contact center can make – and how to avoid them. Putting Callers On Hold There is nothing […]

5 Tips for Top-Notch Customer Service

For a business like a contact center, customer service is one of the keys to success. Striking the right chord between dealing with irritated clients looking for a quick solution and well-intentioned agents trying to provide the best solution can prove troublesome for many contact center employees. The key to providing better overall service, and […]

How to Limit Employee Turnover at Your Contact Center

One of the unfortunate facts of contact center management is that there is a high employee turnover in the industry. For your business, supporting this turnover can prove costly in terms of the time and money necessary to retrain dozens of people to do the same job. Instead of mastering the art of training new […]

The Value of Culture to Customer Satisfaction

In a curious turn of events, deported Hispanics are providing call centers in Mexico with just the employees they need. Having grown up in the U.S., they are well versed in American culture and slang, unlike their outsourced counterparts in India or Pakistan, for example. Essentially Americans without the legal documentation required to remain in […]