The Real Cost of Employee Turnover in a Contact Center

The Real Cost of Employee Turnover in a Contact Center

The struggle is real:  Finding ways to boost agent engagement and retention with your most talented team members is crucial not only to the bottom line, but to delivering outstanding customer experience (CX).  As a contact center leader, it’s advantageous to understand the real cost of employee turnover, and, more importantly, make it a strategic…

Spotting Customer Service Agent Burnout Before It’s Too Late

Spotting Customer Service Agent Burnout Before It’s Too Late

As anyone who has worked in a contact center can tell you, the environment is both fast-paced and high-pressure. When the expectations from customers are at an all-time high, there can be no greater problem than agent burnout. Burned-out agents are more likely to make mistakes, be disengaged, and, more concerning, provide poor customer service….

AI in Customer Experience: Insights from Quality Management and Other Contact Center Solutions

AI in Customer Experience: Insights from Quality Management and Other Contact Center Solutions

Artificial Intelligence (AI) has been written about increasingly frequently in the past year. There is probably one area where there are more expectations for AI than in customer experience. This makes sense since in many companies, contact centers are seen as a cost center so those operating call centers or holding support centers under their…

Automated Quality Management: More Than Just Scoring

Automated Quality Management: More Than Just Scoring

AI has been quietly knocking on contact center doors for years. But in 2023, with the thunderous buzz around ChatGPT and generative AI, the call finally became impossible to ignore. Today, AI is solidly inside every top-performing contact center—everything from automated quality management to virtual agents. For customer experience (CX) leaders, the question is no…

The Power of Recognition: How to Motivate Agents Authentically

The Power of Recognition: How to Motivate Agents Authentically

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. No matter how you may have reached out, one thing is…

Adapting To A Global Workforce: Managing Remote Teams Effectively

Adapting To A Global Workforce: Managing Remote Teams Effectively

While the pandemic may seem distant in some of our minds, one shift remains prevalent long after it became safe to go back to offices — the need and desire to work remotely. Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need…

Identifying And Cultivating Top Talent In Your Contact Center

Identifying And Cultivating Top Talent In Your Contact Center

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. As a contact center leader, the top agents you hire, train, and manage are the clutch players. They are among your organization’s most valuable assets, and you…

Decoding Customer Sentiment: Beyond Traditional KPIs

Decoding Customer Sentiment: Beyond Traditional KPIs

Your customers are talking, and they have a lot to say. As a contact center leader, there’s no question you’re at the heart of the conversation. But do you know how your customers really feel about your brand, products, services, and support? If you’re not analyzing customer sentiment, you’re only getting part of the story. …