Now more than ever, it’s crucial we understand what challenges our customers are going through and develop ways we can help. The foundation of this process is listening and communication. The last few weeks has impacted us all in different ways. There is a heightened sense of anxiety and uncertainty as we deal with the […]

With so much going on in the world and many “fires” to put out, it’s tough to think about the future of our contact centers. But in case you want a break from the realities of COVID-19 and the havoc it is causing around the world, I am going to share some of my thoughts […]

Covid-19 is impacting all dimensions of the workplace from where we work to how we interact with customers and co-workers. Further, it has highlighted the need for schedule flexibility as more employees work from home and are faced with other constraints such as school closures and childcare.   This new reality gives us a lot […]

Flexibility in contact centers means many things to many people. It usually means making life easier for agents, enabling them to strike the all-important work/life balance.  Or, it can apply to the automated technology that makes flexible working possible.  Most recently, another meaning has emerged that focuses on the growing trend for companies to increase [...]

With interaction volumes and customer expectations concurrently exploding, the efficiency and effectiveness of a contact center’s processes can mean either delight or doom for downstream customer satisfaction ratings. It’s why Canada’s largest propane supplier since 1951—Superior Propane—continually reviews and improves the operational processes used by its contact centers. And, when they spot areas that could […]

Contact center as a service (CCaaS) makes the power of a modern contact center available to any business, regardless of budget or technical expertise. With it, any size company can move faster and be more competitive. These results are a big reason why CCaaS is projected to grow at a CAGR of nearly 15 percent […]

Call center leaders use quality management evaluation forms to review and document the work of call center agents, such as how they handle calls. Used optimally, these forms embody a contact center’s most important objectives, are the gold standard against which agent behaviors are measured and deliver much-needed data used for reporting purposes. Key performance […]

I got my start in contact centers by taking customer service calls. It was the late 90’s, and Titanic was dominating the box office. MMMBop was a huge hit, and Third Eye Blind ruled the charts. A lot of things have changed since then (like my hairstyle and affinity for wearing Jorts), but some things […]