Is keeping your contact center staff healthy and safe top of mind? These practical tips can help.
Category: Blog
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, […]
With Billions Lost to Poor Customer Service, Are You As Good As You Think?
According to Forbes.com, experts estimate that each year poor customer service costs businesses over $75 billion, and 96% of people say they would be willing to leave a company after receiving bad service. That’s staggering when you consider that those companies probably think they are doing a good job but are instead creating a switch […]
Building Trust in the Contact Center
Today’s contact center plays an important role in the day-to-day operations of the businesses we support because we are the customer-facing part of the business. The contact center fields hundreds, if not thousands, of calls each day that support the customer in a variety of ways, so it is very important that the contact center […]