When you work in the contact center industry, you get a first-hand view of how large the industry really is and the impact it makes in the corporate world globally. Most people don’t realize how much the contact industry has expanded throughout the world. In fact, contact centers are located in almost every region of […]

The contact center industry is likely one of the most versatile industries in the marketplace today. This one industry happens to serve a number of different industries enabling them to be more customer centric, cost effective, and productive in their respective markets. One such industry is the home Security Industry. SECURITY AND THE CONTACT CENTER […]

In today’s corporate environment, there are many factors that impact an organization’s bottom line.  Perhaps none are as important as the wage structure that determines employee pay. The issue of wages has been a hot topic recently; particularly that of minimum wage. Many U.S. politicians believe the U.S. minimum wage is too low ($7.25 per […]

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 […]

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 […]

Is keeping your contact center staff healthy and safe top of mind? These practical tips can help.

Want to engage your contact center employees with morale boosts by encouraging productivity? Show positive reinforcement in an employee recognition program.

Want to engage your contact center employees with morale boosts by encouraging productivity? Show positive reinforcement in an employee recognition program.

Want to engage your contact center employees with morale boosts by encouraging productivity? Show positive reinforcement in an employee recognition program.

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 […]