How Support Tagging Boosts Product-Support Collaboration

How Support Tagging Boosts Product-Support Collaboration

Every single support leader has either just finished a significant tagging overhaul or is slowly coming to realize that they need to do one. Tags can be the bane of many support teams’ existences — especially if they do the process manually. That said, tags can also be one of the most significant sources of…

5 WFM Scheduling Tips To Make The Most Of Your Agents (and Improve Efficiency!)

5 WFM Scheduling Tips To Make The Most Of Your Agents (and Improve Efficiency!)

The customer experience (CX) benefits of effective Workforce Management (WFM) scheduling are clear. And, to get even more out of your WFM solution, leverage these five WFM scheduling tips and start the new year with positive momentum for lasting CX improvement. Done right, WFM scheduling also can be a critical strategy for boosting your customer…

Five Coaching Tips For Contact Center Agents that Work

Five Coaching Tips For Contact Center Agents that Work

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive. Agent…

5 Proven Strategies To Help Remote Contact Center Agents Feel Valued

5 Proven Strategies To Help Remote Contact Center Agents Feel Valued

Donuts in the breakroom, water cooler talk, lunch chats with teammates—they’re the little things that make going back to work on a Monday more bearable. For your remote agents, however, it’s often all work with little reward.   In addition to feeling the mental and emotional weight of consumer-facing jobs, remote contact center agents are experiencing…

Big Changes Need Big Data 

Big Changes Need Big Data 

On June 1, 2021, SoFi became a publicly-traded company on the Nasdaq Global Market (Nasdaq). Just over six months later, on January 18, 2022, SoFi was granted a national bank charter. This period of high-stakes decisions and operational scrutiny required a clear and accurate view into many things, including SoFi’s Member Service Teams quality assurance…

5 Ways Contact Center Capacity Planning Needs to Change in 2022

5 Ways Contact Center Capacity Planning Needs to Change in 2022

If the last 24 months have taught us anything, it’s that long-term capacity planning is in dire need of an overhaul. Our world is dynamic. Business is dynamic. And hiring is dynamic.  In the dynamic world of customer support and service, capacity planning, or the process of long-term forecasting and planning for staffing needs, can’t…

3 Key Topics Discussed at the Channel Partners Conference

3 Key Topics Discussed at the Channel Partners Conference

Last week was the Channel Partners Conference and Expo (CPC) in Las Vegas and the 25th anniversary of this event did not disappoint. In fact, the bright lights and neon that are the hallmarks of Las Vegas were an appropriate backdrop for this year’s conference. The mood among exhibitors and attendees could only be described…

Workforce Planning: How it Establishes Gold Standard Service

Workforce Planning: How it Establishes Gold Standard Service

Service standards help to establish positive and effective interactions between a customer and a business. For example, in a restaurant, customers expect a level of promptness, friendliness, service-mindedness, and food-oriented knowledge. Service quality is as important to a business as the taste of the food coming from the kitchen. No matter what kind of restaurant…

3 Tips For Optimizing Your Contact Center Schedule

3 Tips For Optimizing Your Contact Center Schedule

There’s nothing more important than creating an optimal contact center schedule to ensure you and your agents have the structure you need to provide the best service possible. But have you taken the time to check that your contact center schedule isn’t doing more harm than good? A cluttered, complicated schedule can create inefficiencies and…