The Great Resignation: How to Retain Your Contact Center Agents

The Great Resignation: How to Retain Your Contact Center Agents

In spring 2021, roughly one year into the COVID-19 pandemic, an unprecedented change occurred in the workplace. There was a mass exodus. Quit rates skyrocketed as workers gave notice and set out to find greater satisfaction in their livelihoods, pursue higher wages, and discover their true professional purpose. In April 2021, a record 4 million…

How to Improve Your Email First Response Time

How to Improve Your Email First Response Time

Email is not the shiny new channel in the contact center. Customers have been using email for years, they continue to use it, and they like email. Over the years, however, their expectations about first response time definitely have changed. There’s no question they expect a faster response than they did back in the day….

How To Build A Stronger Tagging Taxonomy To Analyze Customer Feedback

How To Build A Stronger Tagging Taxonomy To Analyze Customer Feedback

Companies talk to customers every day via a wide range of channels from customer support, sales, and research interviews to surveys, reviews, and social media. All these interactions leave trails of valuable information — which you can mine for important customer insights. To understand underlying themes around customer needs and wants, it’s time to start…

Leading A Multigenerational Workforce in the Contact Center

Leading A Multigenerational Workforce in the Contact Center

A contact center is a perfect place for a multigenerational team. There’s so much to do and so many types of customers to work with — not to mention so many channels to manage — that having a team of agents with different strengths will invigorate your customer experience. Tapping into the capabilities of your…

3 Ways Contact Centers Can Finish the Year Strong

3 Ways Contact Centers Can Finish the Year Strong

It’s July, which means it’s half time of 2022. With two quarters down and two quarters to go, I think it’s safe to say that at some point this year, we’ve all felt uncertain about something, given the many challenges this past year has provided. At the start of the year, most contact center leaders…

How Intelligent Contact Center Technology Reduces Agent Attrition 

How Intelligent Contact Center Technology Reduces Agent Attrition 

Contact center agent attrition can be as high as 38% — and it’s not hard to understand why.  An agent’s work is frequently monotonous, stressful — thanks to angry customers taking out their frustrations on agents — and overwhelming with too many interactions to handle. It can be a thankless, unappealing job, pushing employees to…