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Posts Tagged ‘contact center’

2017 Call Center Trends: What Our Customers Have to Say

We recently published a blog, Top 5 Call Center Trends to Watch in 2017, exploring upcoming trends we expect for call centers in 2017. Most of these trends were predicted in part due to the growing capabilities of Cloud technology and the desire for instant gratification for both customers and employees. We recently interviewed a few of our call center…

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5 Call Center Motivation Techniques to Increase Agent Morale

Anyone in the call center industry knows the difference a manager can make when it comes to a creating a positive work culture. But, some call center managers underestimate the role that they place in building and maintaining a work environment focused on agent morale. As a result, agent morale can suffer. If you are…

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Your Call Center Management Checklist: The Holiday Edition

While the holidays are a time of rest and relaxation for some, retailers across the globe are preparing to scale their businesses for the busiest time of the year. There is plenty of due diligence to be done in all business departments to prepare for the chaos of the holiday season, but the most important…

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How to Grow Your Contact Center Without Outsourcing

As your business grows, so does your customer base. And with more customers comes the need for your company to provide additional support, sales and service channels.  In short, you need to be able to grow your contact center along with your business as a whole. To do this, you have two choices: Outsource your…

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5 Steps to Successful Contact Center Management

As a contact center manager, you want to do everything in your power to run your business successfully. The effectiveness of your contact center can impact everything from your customer service levels to your ability to bring in more business. There are a variety of tools and techniques out there that can help you become…

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Social Media and Your Contact Center: Making the Connection

In today’s world, more and more businesses are recognizing the benefits of using social media to engage with customers.  But this trend isn’t specific to one or two niche industries.  Even call centers understand that they have to be accessible across a variety of social media platforms in order to stay at the top of their customer…

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Disaster Preparedness for your Call Center

A good disaster plan is essential for the longevity of your call center. Without one, you’re susceptible to a number of a scenarios that could bring down your entire business. A majority of call centers operate long hours and sometimes 24 hours a day so downtime must be avoided at all costs. We encourage our customers all…

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