3 No-Fail Remote Workforce Training Techniques Top Contact Centers Use

3 No-Fail Remote Workforce Training Techniques Top Contact Centers Use

Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Whether your contact center is remote, hybrid, or moving back to the office full-time, getting agent performance right means unlocking the potential of every employee, every day. While…

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…

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…

How WFM Tools Create Success for Omnichannel Contact Centers

How WFM Tools Create Success for Omnichannel Contact Centers

During the global pandemic, customers massively turned to digital communications, and, according to consumer studies, this change is here to stay. While presenting a tremendous opportunity for business growth, this trend also creates  challenges for contact centers. Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences…

How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It)

How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It)

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. According to industry studies, average annual turnover ranges between 30-45 percent – with some centers experiencing turnover into…