How To Identify And Address Call Avoidance

How To Identify And Address Call Avoidance

When it comes to call avoidance (or, more accurately these days, interaction avoidance), you usually know it when you see it. Unless you don’t.  It’s easier than you think to misjudge an agent in an interaction, so I’ve assembled examples of interaction avoidance along with actions you should take when it occurs. We’ll also look…

Capacity Planning Needs An Overhaul: 5 Tips For A Turnaround

Capacity Planning Needs An Overhaul: 5 Tips For A Turnaround

Long-term capacity planning needs a serious overhaul, and the best strategy for a turnaround is a radical one. If your full-time employee count (FTE) is consistently under or over your annual capacity plan, you need Radically Operationalized Capacity Planning. While this approach may require entirely new thinking for some contact centers, its potential benefits are…

Why Your Contact Center Needs A Call Avoidance Policy

Why Your Contact Center Needs A Call Avoidance Policy

Call avoidance is a common issue in contact centers and must be dealt with to ensure a positive experience for your customers. But agents can quickly become frustrated and overwhelmed when dealing with irate customers and high contact volumes, leading them to avoid interactions. While the issue is not unusual, it’s easier to manage if…

WFM ROI: Why You Need Workforce Management Software Now

WFM ROI: Why You Need Workforce Management Software Now

“Time is money” is a phrase attributed to Benjamin Franklin, first appearing in The American Instructor, a book published in 1748. For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence.  Working efficiently becomes even more important when costs are rising, agents…

Do More With Zendesk By Supercharging Your Tagging

Do More With Zendesk By Supercharging Your Tagging

Zendesk is an extremely powerful platform, but sometimes it can be hard to know exactly what people are talking about in your tickets, especially if you have hundreds of them — or even hundreds of thousands. Tagging lets you make sense of all that incoming information and take action for your customers. Whether you go…

Why Your Contact Center Needs A Remote Work Policy

Why Your Contact Center Needs A Remote Work Policy

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations.  But one thing many contact centers are missing is a remote work company policy. In our 2022 remote work study, we found that nearly all…

Why You Should Stop Tagging Tickets In Your Support Platform

Why You Should Stop Tagging Tickets In Your Support Platform

Most companies are already sitting on thousands of conversations filled with actionable feedback that could help them prioritize issues and dramatically improve customer experience. Where are these golden nuggets hiding? In their support tickets.  Data from feedback like support tickets can be incredibly powerful. However, making sense of these tickets on a larger scale is…

Remote Work: The Dangerous Disconnect Between Contact Center Management and Agents

Remote Work: The Dangerous Disconnect Between Contact Center Management and Agents

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. But only 40% of support center managers we talked to said they…