Why use call center training courses? Training call center staff is no easy task. Luckily, there are many online training courses to help guide new […]
The expectations placed on call center employees are quite demanding. Customers want their calls answered quickly, resolved efficiently and handled with impeccable product knowledge and […]
Poor customer interactions always come at a cost. While losing one customer may not be devastating to an organization, a class action lawsuit for discrimination […]
In the past creating better customer service often involved rewriting scripts. In 2016, there’s a growing recognition that scripts are simply not responsive enough to […]
Guest Post by Chris Childers, from Velaro Live Chat Software. As this blog recently shared via infographic, a speedy resolution in multi-channel customer service is […]
We all know contact centers face challenges common to many service-oriented businesses: revenues must go up, quality must rise, and everything has to happen faster—while […]
Contact centers have evolved over the years, and are still evolving to meet changing customer demands and expectations. It wasn’t too long ago when customers […]
By Liz Osborn, vice president of product and solution marketing, Five9 Contact Center Outsourcers – aka business process outsourcers or BPOs– face the challenge of a dynamic business model, […]
Call center reporting boils down to two key types of metrics: efficiency-based metrics and customer satisfaction-based metrics. It’s important to state this upfront to avoid […]
Gamification is increasingly popular today in the workplace. It’s an especially handy tool for training purposes. If you run a contact center – where training […]
Many of us have suffered through bad managers. Whether it was in our first job at a burger shack or in our professional careers, being […]
An entire industry has formed of contact center software providers, whose raison d’etre is to help customer service teams (especially customer support teams) effectively navigate the “new” communication channels […]