The Latest Trends and Thought Leadership for Contact Centers

5 common reasons why your contact center agents feel disengaged and how workforce engagement management tools can help.

Call centers, especially large call centers, are a constant bustle of activity as agents are helping customers in rapid succession with a variety of issues and queries. Managers can have their hands full with keeping track of employees, policies and processes that are subject to change. Remote work has allowed contact centers to be run completely virtually, and this may require more effort to manage and oversee smooth operations.

Are your contact center agents struggling to proactively engage with customers and personalize their conversations? Or perhaps you’re dealing with low agent productivity and morale? You’re not alone.

Every agent has the potential to be your best contact center agent. As a manager, and coach, it’s your job to bring out the greatest potential in your agents. But, coaching your agents isn’t always easy.

Bias isn’t always a bad thing. It helps keep us safe, as with our subconscious bias against stepping out into traffic. It helps us make quick decisions and save time, like our bias toward what we like to eat for lunch. And it helps our brains form connections that...

These are the questions many call center managers ask themselves. But what if, instead, we asked: how do you improve the agent experience? After all, customer experience is dependent on how well agents can do their job.  Here we explore a few tips to improve the...

“If it isn’t broken, don’t fix it.” While plenty of people may live by these words, none of them are in the business of delivering exceptional customer experiences. Ensuring customer satisfaction means taking a critical eye to the status quo, harnessing the power of...

The Office Gurus is a leading BPO that operates contact centers in El Salvador, Belize, Jamaica, and the USA, with clients in Retail, Finance, Healthcare, Education, and more. They were able to leverage  SpeechIQ’s capabilities in a  multi-step process to...