The Latest Trends and Thought Leadership for Contact Centers

WFO in the contact center— what is it, how can it help managers work smarter and not harder, and what are some pointers for implementation? 

A lot of factors play into your customers’ experience when they reach out to you for support. You need a system that makes sure each touchpoint is operating at optimal levels, you need knowledgeable agents, regular performance tracking—the list goes on.  CX governance...

Improving the service you provide to your customers is something you should continuously work at. No matter if you can already boast high satisfaction rates, there is always room for improvement.  The debate rages on over the best way to improve customer service....

Frontline supervisors have often been described as the contact center linchpin. They connect agents to the organization’s vision and goals while providing the support that drives productivity, engagement, and positive customer outcomes. The shift to remote work has...

Every generation enters the workforce with a different set of values and expectations. Millennials, who now make up over one-third of the U.S. workforce, have been a driving force for increased flexibility in the contact center.  To be sure, millennials are not...

Your quality process is what keeps your contact center functioning at the level you and your customers expect. It is imperative to be able to accurately measure how effective your processes are.  You can use customer surveys, call recording, and training as tools...

Workforce management software is a key component of any well-organized and efficient contact center. A solid workforce management software (WFM) gives agents autonomy and encourages self-service within an organization.  The right program will help propel your...

Table of contentsAverage Handle Time = Wait Time + Talk & Hold Time + After Call WorkBut, what to do about it?Smart staffingSchedule your agent’s time intelligently. Gain access to the right data, and use it .Operational agilityMake work-from-home work for...