What would it mean to your center if you could improve first call resolution (FCR)? Or reduce overtime pay? For...

Your agents are crucial assets to your contact center. Serving and supporting your customers each and every day, they truly...

In this edition of our customer contact center community stories, we’re diving into the variety of ways Intradiem customers are...

In this edition of our Customer Use Case Story Round-up, we're looking at the innovative ways customers are achieving their...

One of the key coaching skills I discuss with managers is the difference between “telling” agents and “asking” agents. Most...

We train our agents to thank our customers and show appreciation for their business.  We coach to ensure that they...

When coaching with our agents, we have many important skills to focus on such as listening, use of empathy, following...

Remember when ‘chat’ meant talking face to face? Baby Boomers and Gen X’ers likely remember those days, which included eye...

Congratulations to AccorHotels Global Reservation Centre and their Workforce Planning Team. They received the New Brunswick Contact Center Association (ContactNB)...

Welcome to the follow-up to “Coaching Misses and Fixes.” Last time we looked at some of the coaching improvement opportunities....