Forecasting and Scheduling: Adapting to the New Normal

Forecasting and Scheduling: Adapting to the New Normal

Before 2020, contact center forecasting and scheduling was considered more of an art than a science. No two schedules were the same, and lots of intuition and calculations went into building a winning formula. However, since then, changing scheduling dynamics have added layers of complexity to deriving accurate and optimal schedule forecasts. To stay current…

Innovating Agent  Experience in the Modern Contact Center

Innovating Agent  Experience in the Modern Contact Center

Is your contact center a leader or follower when it comes to innovating agent experience? Think about the definition of innovation, then ask, “How does my contact center and leadership stack up?” Innovation is defined as “the process of bringing about new ideas, methods, products, services, or solutions that have a significant positive impact and…

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,…

The True Cost of Agent Disengagement

The True Cost of Agent Disengagement

There is nothing easy about being a customer service agent in a contact center. In their fast-paced world, every interaction counts. From resolving customer issues to promoting brand loyalty, the success of a support center hinges on the efficiency and effectiveness of its agents. In addition, with the introduction of artificial intelligence (AI), agents are…

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….

The Future of Customer Service: A Shift to Digital Contact Center

The Future of Customer Service: A Shift to Digital Contact Center

Contact centers and customer service teams remain essential touchpoints for better customer engagement. Over the last decade, companies have understood how essential agent engagement and motivation are to delivering better customer experiences and the importance of building out processes and managing people to deliver gratifying customer experiences. With developments in AI, such as automating quality…