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 […]

Legislation to Promotes U.S. Contact Centers

A bipartisan team of Washington lawmakers recently unveiled a bill meant to penalize organizations that outsource U.S. contact center jobs to other countries, called the “U.S. Call Center and Worker Protection Act of 2013” (S. 1565/H.R. 2909). Supported by Senators Robert Casey (D-PA) and Tim Johnson (D-SD), and House of Representatives Democrats Tim Bishop (NY-1), […]

Managing An Underperforming Contact Center Team

Teamwork is an important part of the workings of any contact center. The individual performance of each agent is, of course, vital to an organization’s success, but each individual should never lose sight of the fact that they are a member of a larger unit and that their interactions within that team have a very […]

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 […]

How to Manage Stress at a 911 Call Center?

Working in a 911 call center is, by its nature, a very high-stress job. Carrying the responsibility for other people’s safety and well-being on your shoulders is not an easy burden to bear. And being involved with traumatic emergency after traumatic emergency can definitely take its toll, on both an agent’s physical and mental health. […]

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 […]

Interview Questions For an Ideal Contact Center Employee

Hiring a new employee to join your contact center workforce is never easy. There are resumes to read through and choose from, interviews to schedule and conduct, references to check – and even after going through the entire process, sometimes your new hire still just isn’t the right fit. But by asking the right questions […]

10 Tips For Earning a Reputation For Great Customer Service

There are two major benefits to providing great customer service in your contact center. The first is the fact that your customers will feel much more satisfied with their experience, and will hopefully remain customers, and maybe even recommend you to others. The second is the fact that after creating many of these satisfied customers, […]