Flexible Work Arrangements: The Future of Contact Centers

Flexible Work Arrangements: The Future of Contact Centers

The future of work is an important topic of discussion for business leaders. While we can’t know for sure what the future of work will look like, one thing seems certain—flexible work is a major component in achieving satisfaction among the modern workforce.  Since the COVID-19 pandemic, attitudes toward ongoing remote, hybrid, and flexible work…

Boosting Contact Center Efficiency Through Agent Empowerment

Boosting Contact Center Efficiency Through Agent Empowerment

In a Deloitte survey, contact center leaders named customer experience (CX) and cost control as the top strategic priorities. These two terms may seem incongruent – how can you deliver outstanding CX while controlling costs?  The answer lies in agent empowerment. By focusing on employee engagement and agent empowerment, you create contact center efficiencies and,…

Agent Development: Beyond the Basics

Agent Development: Beyond the Basics

The perception of a contact center agent merely answering inquiries is prevalent, yet it marks the initial stage of what could evolve into a fulfilling career abundant with opportunities. Contact centers have long grappled with high turnover rates, often attributed to mundane tasks, limited career advancement prospects, and a lack of acknowledgment. Nevertheless, numerous avenues…

The Real Cost of Employee Turnover in a Contact Center

The Real Cost of Employee Turnover in a Contact Center

The struggle is real:  Finding ways to boost agent engagement and retention with your most talented team members is crucial not only to the bottom line, but to delivering outstanding customer experience (CX).  As a contact center leader, it’s advantageous to understand the real cost of employee turnover, and, more importantly, make it a strategic…

Spotting Customer Service Agent Burnout Before It’s Too Late

Spotting Customer Service Agent Burnout Before It’s Too Late

As anyone who has worked in a contact center can tell you, the environment is both fast-paced and high-pressure. When the expectations from customers are at an all-time high, there can be no greater problem than agent burnout. Burned-out agents are more likely to make mistakes, be disengaged, and, more concerning, provide poor customer service….

Automated Quality Management: More Than Just Scoring

Automated Quality Management: More Than Just Scoring

AI has been quietly knocking on contact center doors for years. But in 2023, with the thunderous buzz around ChatGPT and generative AI, the call finally became impossible to ignore. Today, AI is solidly inside every top-performing contact center—everything from automated quality management to virtual agents. For customer experience (CX) leaders, the question is no…

The Power of Recognition: How to Motivate Agents Authentically

The Power of Recognition: How to Motivate Agents Authentically

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. No matter how you may have reached out, one thing is…