Why You Should Be Selective About the Agents You Are Hiring

Art critic John Ruskin once stated that “quality is never an accident, it is always the result of an intelligent effort.” The same thing can be said about contact centers. High quality customer service is never an accident, either. It takes a great deal of research, planning, communication and hard work to achieve success. Hiring, … Continued


Key Findings from the 2017 Contact Center Trends and Market Landscape Survey

A new report has been released that contains a trove of important data about the current state of the contact center market. As explained in the report, the traditional improvement goals around most contact centers today haven’t changed much over the last few decades. Most businesses are looking to reduce costs, improve the customer experience … Continued


The Contact Center: A Critical Piece of the Customer Experience

In recent years, there has been a widespread awakening in the business world about the importance of the overall “customer experience.” A problem, however, has been steadily growing. While many companies have been working hard to improve service for their customers, a large number have fallen behind in their efforts. As a result, a customer … Continued


Every Industry Needs Great Customer Service

Every year, I eagerly anticipate the release of PJ Media and the Temkin Group’s annual report ranking customer service levels across twenty different industries. It’s certainly nice to celebrate the winners, but, as a problem solver, I’m more interested in looking at the other side of the coin to see what may be missing from … Continued


What Happens After You Outsource Content?

Outsourcing a major part of your business like your contact center is a big undertaking. You will experience a big shift in the way your company operates, and possibly in your day to day schedule. So it’s important to have a roadmap planned to guide you through the process and make sure everything goes according … Continued


Is Your Contact Center Millennial-Friendly?

If there is one thing that just about every company is obsessing over right now, it’s trying to market to the millennial generation, or the group of consumers born between 1980 and 2004.  This is the group that will eventually replace the Baby Boomer generation in terms of spending power. “One of the largest generations … Continued


Every Business Needs Live Customer Support

Over the last few years, a troubling customer service trend has been spreading among businesses. Many organizations are now choosing to abandon traditional contact centers in favor of solutions like online knowledge databases, email and chat systems. The theory is that customers would rather solve their own issues, rather than take the time to call … Continued


Should Agents Be Allowed to Work Off-Script?

As a customer service administrator, you have a difficult task. Your job is to make sure that all of the agents working underneath you behave in a way that is both professional, and consistent with your brand’s identity. For years, customer service administrators have used scripts to solve this problem. With this strategy, agents are … Continued


What Is Your Long Term Vision For Your Contact Center?

If you are reading this article, then I’m willing to bet that you are unsatisfied with the current state of your contact center. You want change, and you want it now! The good news is that change can happen very quickly in the contact center. You don’t have to wait months, or years, to turn … Continued


Attitude Means Everything in Customer Service

Contact centers have changed dramatically over the last several years. Customer expectations have skyrocketed, there are countless new technologies available on the market, and data has emerged as a major driving force in customer support. But there is one thing that has not changed, and most likely never will: That is, the need for agents … Continued