How Retirees Returning to the Workforce Benefits Your Contact Center

How Retirees Returning to the Workforce Benefits Your Contact Center

If the labor shortage has left your contact center scrambling for staff, you might have overlooked a potential goldmine of knowledgeable, eager future team members: retirees. According to research by Goldman Sachs, five million people have left the workforce since the beginning of the pandemic, and most were over age 55 (3.4 million). Researchers say…

How eLearning Solves Your Contact Center’s Training Challenge

How eLearning Solves Your Contact Center’s Training Challenge

If your contact center doesn’t have effective eLearning capabilities, you’re missing an opportunity to optimize agent performance.  One of the biggest training challenges contact centers face is keeping agents’ skills sharp following onboarding. New hire training is typically thorough enough to get agents up and running, but what about ongoing training that reinforces skills and…

Cloud Contact Center Best Practices You Should Use In 2022

Cloud Contact Center Best Practices You Should Use In 2022

The shift to the cloud only seemed to accelerate when the pandemic sent many workers home in the spring of 2020. And now, with more companies embracing a hybrid work environment, cloud-based solutions no longer seem optional but rather, business critical.  While many in the contact center industry are slow to transition away from on-premise…

5 Shopping Trends and What They Mean to Your Contact Center

5 Shopping Trends and What They Mean to Your Contact Center

News outlets are reporting that this year’s holiday buying season is expected to start earlier than ever. But given the level of uncertainty experienced in the last 18 months – ever-changing pandemic guidance, more workers voluntarily resigning from jobs, many of us still working remotely – what impact will this have on customer behavior and…