Best Contact Center Software for Remote Workers

Best Contact Center Software for Remote Workers

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance.  Those concerns might be why almost half of the contact center leaders in our 2022 remote work research study told us that they’re bringing…

Can Your WFM Solution Accurately Forecast In A Modern Digital Contact Center?

Can Your WFM Solution Accurately Forecast In A Modern Digital Contact Center?

Let’s face it, the call center of yesteryear is not wholly relevant when looking at customer service operations today.  Even the terms “call center” and “contact center” are called into question, given the images they evoke of rows of agents in cubicles lined up to fill a room. For convenience, I’ll use the term “contact…

How to Control Call Avoidance and Interaction Avoidance

How to Control Call Avoidance and Interaction Avoidance

During my career in workforce management, call avoidance was always an issue — regardless of the location of the business, the nature of the business, or the location of the agent.  Call avoidance, now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction.  It can take time and…

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…

How to Manage a Remote Contact Center Now: 6 Best Practices

How to Manage a Remote Contact Center Now: 6 Best Practices

The end of summer signals a familiar and important pivot. For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit…