Creating and maintaining a productive contact center isn’t easy. It seems like as soon as one problem has been solved another one can quickly appear out of nowhere ..read more

If you have ever worked in a retail or contact center environment, you may have heard the term “shrinkage” used from time to time. Today it’s time for a deeper dive into the evolution of shrinkage in the contact center ..read more

Customer conversations often contain some of the most important information about your company. From feedback about your product to competitive intelligence, the discussions between an agent and a customer are extremely valuable ..read more

It’s no secret that the contact center industry is always changing. Whether its routing calls more precisely or being able to provide better agent assistance, technology continues to drive different ways of innovating ..read more

Motivating your contact center agents can sometimes be a challenge. After all, each agent has their own unique motivating factors. Whether it’s money, public praise, time off, or something else… there isn’t a solution that works for every agent ..read more

A customer reaches out to your company when they need your help. But, unfortunately, the call center experience still has a bad reputation. Whether it’s long hold times, agents who are unhappy and lack knowledge, or a different reason entirely… the expectation bar is pretty low for a standard customer when they reach out for the first time ..read more

Every call center wants great agents. But what goes into finding and developing agents that can truly make a difference with your customers? Below are some of the top skills, competencies, and qualities of a good call center agent so you can better understand what to look for as you hire and train employees ..read more

For an emerging contact center, the thought of moving from spreadsheets to a workforce management (WFM) solution can be overwhelming. You already have optimized processes in place that work, and even if they can be better, they could also certainly be worse ..read more

Respectfully keeping an eye on agents through adherence monitoring has become essential to having success in a modern contact center. Using a data driven approach to improve agent productivity and reduce costs, adherence information has many applications outside of who was on the phone during any given day. In fact, adherence data is one of the best information sources for reporting that a contact center can utilize to drive innovation and results ..read more

Scheduling agents for a contact center has become more complex. Instead of one workforce management (WFM) analyst creating a schedule all on their own, agents now want input around when and how they work. One agent may want to work on specific days, while another needs shifts only in the morning. Others may have the drive to work overtime, while some agents will always decline additional hours ..read more