Archive Tag: communications

Archive Tag: communications

20 Sep

Following Call Center Procedures (Including This Bad One)

Melissa Kovacevic

Let’s face it…most agents want to be great agents. They want to keep their customers happy and that’s what we […]

13 Oct

5 Ways to Create a Seamless Omnichannel Experience with Intraday Automation

Kyle Antcliff

The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand […]

23 Sep

Are You Viewing the Experience Through the Lens of the Customer?

Jeannie Walters

Whenever we deal with customers, we are asking our brains to do a lot. We are trying to see things […]

19 May

Why Operations VPs Need To Encourage Internal Customer Service Excellence

Melissa Kovacevic

Recently I had a support team manager tell me that she had received feedback from a VP in the operations […]

21 Apr

Coaching Social Customer Service Agents

Melissa Kovacevic

Coaching in our centers can involve a wide variety of coaching activities and communication skills. Our agents may be focused […]

26 Aug

3 Must-Haves for Workforce Management Success

Bob Fletcher

Workforce managers don’t have it easy. Not only are they responsible for accurately forecasting call requirements per half hour by […]