In the United States, the 40-hour work week has been the law since 1940. As early as 1938, Congress passed the Fair Labor Standards Act, which basically required employers to pay employees overtime if they worked more than 44 hours per week. In fact, going back a little further, Henry Ford began advancing the idea […]
Category: Blog
Contact Center Outsourcing for the Insurance Company
Each of us, at one time or another, has interacted with a contact center customer service agent. Online ordering of products and services are typically handled by a contact center. Additionally, your cable and wireless providers utilize a contact center to handle customer inquiries along with an array of other issues. Contact centers have long […]
Comparing Apples to Apples When Choosing A Contact Center
Is keeping your contact center staff healthy and safe top of mind? These practical tips can help.
Best Practices for Contact Center Employee Recognition and Rewards
Want to engage your contact center employees with morale boosts by encouraging productivity? Show positive reinforcement in an employee recognition program.
Still using interpreters in your contact center? There’s a better way to speak your customer’s language.
Want to engage your contact center employees with morale boosts by encouraging productivity? Show positive reinforcement in an employee recognition program.
How Live Chat Impacts Online Sales and CSAT
One of the best aspects of being in the customer service business is the number of ways that we can communicate with customers today. Yes, phone and e-mail are still in the mix of communication but in recent years, Live Chat has quickly grown in popularity from being a “nice-to-have” to being a “must-have.” In […]
How Zappos Inspired A New Way To Work
Want to engage your contact center employees with morale boosts by encouraging productivity? Show positive reinforcement in an employee recognition program.
Ten Ways to Fix Contact Center Agent Turnover
What is the BIGGEST challenge in the contact center today? If we were to conduct a poll of contact center managers, we would likely find that the biggest challenge in the contact center is agent attrition or turnover. Historically, this has been the case as well. Year after year, agent turnover seems to be the […]
Your Customers’ Expectations are Changing. Are You Keeping Up?
A stunning headline on a 2020 Forbes.com article read “96% of Your Customers Will Leave You Due To Bad Customer Service.” The article went on to reveal that only 4% of customers are “completely unwilling to leave” a company after a bad customer service experience. The harsh reality is that the majority of your customers […]
Channels of Customer Engagement: Which are the most efficient and cost-effective?
The Contact Center industry is ever-changing; we are a technology driven industry; as technology changes and evolves, so does the contact center. One of the greatest changes we have seen in recent years is the increase in the number of channels that are available for us to engage with our customers. For the contact center, […]