The Impact Of Remote Work On Workforce Management

The Impact Of Remote Work On Workforce Management

As a result of the COVID-19 pandemic, many companies have opted for remote work. In the midst of “quiet quitting” and continued low unemployment, contact centers are leveraging remote work as a way to attract team members. The contact centers that offer this flexibility for their workforce realized that their remote workers could have the…

How to Deliver An Outstanding Omnichannel Customer Experience

How to Deliver An Outstanding Omnichannel Customer Experience

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels.  No matter where your customers get service, they’ll expect outstanding customer experience (CX), so you’ll have to be ready. Make sure…

Protecting Your Contact Center Agents’ Emotional Well-Being

Protecting Your Contact Center Agents’ Emotional Well-Being

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. They’re protecting and building your company’s brand — no matter what they have to deal with from customers.  Just like agents are protecting your company, contact center leaders and managers need to protect them and their…

Responding with Empathy: 20 Ways to Show Stressed Out Customers You Care

Responding with Empathy: 20 Ways to Show Stressed Out Customers You Care

These are difficult times, and our anxious customers need us more than ever. Some of them  need help with a simple task, like “How do I add a new driver to my auto insurance policy?” Others need help solving a problem: “Why was I charged twice for inflight WiFi?”  All of our customers need our…

What is Customer Sentiment Analysis — and why is it Important?

What is Customer Sentiment Analysis — and why is it Important?

Words matter, but language is complex and often left to interpretation. That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers.  The rise in conversational commerce — chat interactions on a variety…

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 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…

9 Ways a Collaborative Culture Benefits Your Contact Center

9 Ways a Collaborative Culture Benefits Your Contact Center

Teamwork, sharing knowledge and best practices feed company culture. According to a white paper from the UNC Kenan-Flagler Business School, when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability. With widespread collaboration, employees are more likely engaged in their work, and embracing challenges that…

5 Shopping Trends and What They Mean to Your Contact Center

5 Shopping Trends and What They Mean to Your Contact Center

News outlets are reporting that this year’s holiday buying season is expected to start earlier than ever. But given the level of uncertainty experienced in the last 18 months – ever-changing pandemic guidance, more workers voluntarily resigning from jobs, many of us still working remotely – what impact will this have on customer behavior and…