5 Ways to Use Workforce Planning for Gold Standard Service

5 Ways to Use Workforce Planning for Gold Standard Service

We all can quickly recall examples of when we’ve received gold-star service — and at the opposite end of the spectrum — when service has been disappointing. For example, think of how an amazing restaurant experience combines well-prepared, tasty food with promptness, friendliness, and food-oriented knowledge. Then think of an example when you’ve been stuck…

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…

Turning Raw Data From Your Contact Center QA Scorecard Metrics Into Gold

Turning Raw Data From Your Contact Center QA Scorecard Metrics Into Gold

Quality assurance and monitoring is a tough, but necessary part of operating contact centers for consistently high customer experience at scale. Quality scorecard monitoring ensures customer service standards are met and exceeded using an adapted set of metrics to measure agents’ performance. But once the data is gathered, what are the next steps? How do…

6 Signs Spreadsheets Fail as a Workforce Management Tool

6 Signs Spreadsheets Fail as a Workforce Management Tool

Let’s face it. Spreadsheets were made to manage numbers, not people. For scheduling and managing the complexities of a high-demand agent workforce, spreadsheets do not cut it. In fact, they can be a detriment to the effective operations of your contact center. If you’re struggling with forecasting, scheduling, and monitoring your workforce in real-time, you’re…

13 Easy and Creative Contact Center Rewards and Recognition Ideas

13 Easy and Creative Contact Center Rewards and Recognition Ideas

Keeping employees happy and motivated is challenging in any workplace, and agent motivation is especially difficult for contact centers. Although you might think employee happiness is less of a priority than ROI, customer experience, or profit margins — research shows that happy employees are more productive. It’s here, at the juncture of happiness and productivity,…

8 Proven Tips To Improve Agent Performance

8 Proven Tips To Improve Agent Performance

If you’re focused on strengthening customer service within your contact center, the first step is to boost your agents’ performance. Why? Because agent performance directly impacts customer satisfaction and sales.  Agents are the foundation and most important asset of your company — they’re on the front lines. They’re in constant communication with your customers and…