8 Creative Ways to Show Love to Your Customers

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Customers are the best! Not only do they keep the lights on, but they also give us a reason to do what we do. After picking up a bouquet for your significant other this Valentine's day, show some special love to your customers as well! Here are eight creative and simple ways to level up in your cus [...]

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Why Experience Matters This Valentine’s Day

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Behind the Big Spend “All I really need is love, but a little chocolate now and then doesn’t hurt.” Credited to the Peanuts comic strip character Lucy Van Pelt, drawn by Charles M. Schultz, this deliciously affection-filled sentiment rings especially true leading up to February 14th. But as we prep [...]

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The Quality Management Definitions Guide. Yes, You Need One.

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As The Most Interesting Contact Center Manager in the World once said, “I don’t always monitor the quality of our customer interactions, but when I do, I prefer to use a Quality Management (QM) Definitions Guide.” OK, I’m not sure any manager has ever said those words, but I am willing to bet that [...]

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What’s Hot (and What’s Not): Customer Contact Week 2020

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The conversation has shifted. In recent years, contact center conference discussions tended to focus on “what” – omnichannel, speech analytics, artificial intelligence, chatbots, analytics, etc. We learned what these new and emerging technologies could do to help reduce costs and improve metrics. [...]

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The Future of Work Means Reskilling 1 Billion People. Are You Ready To Help?

Reskilling 1 Billion People

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Now that Davos is over, it’s time to start reskilling those 1 billion people The World Economic Forum concluded its annual meeting in Davos last week. Society and the future of work was one of the key themes. A common requirement running through this theme is the need to reskill and upskill about 1 [...]

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Is Your Communication Style Frustrating Your Colleagues?

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With more ways to communicate with our teammates than ever before, you'd think that office communication is better now than it was several years ago, right? Unfortunately, an overwhelming majority of employees disagree. According to a Salesforce study, 86% of employees and executives cite a lack of [...]

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Is a Contact Center Solution Your Key to Success?

Contact Center Keys to Success

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Where are those darn car keys? If you’ve ever spent several frantic minutes hunting them down before you can walk out the door, you know the frustration and anxiety caused by the wasted time and effort. And if you’ve kept others waiting, they’re not happy either. This type of frustration is what m [...]

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A Complete Guide to Video Conferencing

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In less than 50 years, video communication has gone from a $20,000 capital expense to a free service. Video conferencing has been an important factor in changing the way we conduct business today. The idea of video conferencing is a little more than a century old, but the technology behind it is st [...]

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4 Reasons Live Monitoring Benefits the Modern Contact Center

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In any profession, one of the most effective ways to observe an employee’s performance is to look over their shoulder and listen as they do their job. This practice allows managers and supervisors to connect with their employees, giving them a complete picture of their performance for more insight [...]

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Work-Life Balance? Work-Life Integration? What's Realistic?

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In the grand scheme of things, the term “work-life” balance is still relatively new. Emerging on the scene in the U.K. in the late 1970s and taking hold in the U.S. in the 1980s, it’s now widely used but still highly debated. What does it mean? That answer is a bit complicated, as everyone seems to [...]

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