3 Common Contact Center Customer Service Mistakes

They call in every day; you talk to different ones for hours on end; you hear their problems and answer their questions: Customers. During the monotony of the workday, it’s often hard to personalize each person’s experience when they call. The process changes from quality over quantity to quantity over quality. However, the race to […]

Emergency Dispatchers Trained To Coach CPR Save More Lives

Emergency dispatchers can make the difference between life and death. Providing the vital link between a crisis and the corresponding emergency response, dispatchers have helped make our communities safer places. But for all the good work they do, there can sometimes be a missing component in the first response they provide the public. There is […]

Risky Responses to Contact Center Callers

Most contact center employees, after doing their job for several months, will come up with their own tips and tricks to better deal with angry customers. One phrase can have a large positive or negative impact on a customer. Here are 5 possible responses that you could give to customers - and the risks that […]

4 Ways To Meditate At Work

The hectic pace of a contact center, not to mention dealing with customers on the phone that may not have your best interests in mind, can make for a stressful workday. While there are many different ways you can de-stress at your desk, meditation can help calm you down in a couple of seconds, not […]

5 Tips to Deal With Angry Contact Center Calls

Everyone, over the course of his or her life, will experience a negative conversation with a stranger. A lot of these happen when working in a career that requires constant interaction with those outside the company. This type of situation is often challenging to deal with because you don’t know what has upset this person […]

6 Dos and Don’ts For Any Contact Center

It’s often been said “don’t judge a book by its cover,” however, a cover doesn’t necessary have to be something visible to the eye. It can be an email, a visual impression or simply how you present yourself over the phone. Having professional interactions with customers will keep them happy and build a better reputation […]

8 Ways To Cope With Less-Than-Happy Contact Center Customers

Everyone gets them. They’re difficult to serve, and your best customer service program bounces off them like a rubber ball. When they’re through with your contact center team members, morale can be in the basement. Irate customers are a fact of life for contact center employees. And while every solid call center should have clear […]

Tips For A Less Stressful Contact Center Workday

Working the long hours of a contact center job can often be stressful, especially when people are constantly calling you to solve their problems. This stress can grow exponentially when the calls keep coming in without any time to relax and take a breather. Here are several tips that contact center team members can use […]

Awards Highlight The Critical Importance Of 911 Service

9-1-1 is a bedrock of American civil society. Without the support of state and local authorities, coupled with the tireless and at times daunting service of 9-1-1 operators, many men and women would not be alive today. In a world that is apt to take any service for granted and to marginalize the importance of […]

What Contact Center Supervisors Need To Know About Acoustic Shock

Acoustic shock. It’s something you probably have never heard of, but it’s been around for over a decade. If you aren’t aware of the term, not knowing might just imperil the acoustic safety of your contact center workforce. Acoustic shock disorder (ASD) is a condition that occurs when unannounced sounds, ones that are materially different to […]