Archive Tag: contact center agent

Archive Tag: contact center agent

20 Mar

Business Continuity for Your Contact Center Workforce

Matt McConnell

Business Continuity Plan First and foremost, our thoughts go out to everyone impacted by the virus. Like many other businesses […]

8 Feb

3 Ways to Improve Adherence in the Contact Center

Kyle Antcliff

Managing adherence is an age-old problem in the contact center. Here’s an updated take on a previous blog post to […]

2 Nov

Are You Using Customer Feedback to Improve Processes?

Melissa Kovacevic

Sometimes we become so involved in the design, execution and gathering of data that we may not observe what is […]

31 Aug

Are You Showing Sincere Agent Appreciation?

Melissa Kovacevic

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

24 Feb

Why the “Old” Way of Workforce Management isn’t Good Enough

Bob Fletcher

Having been in this business over 40 years and in over 1,000 call centers in five continents, I’ve seen some […]

28 Jan

Remember, Call Center Agents = Your Brand.

Jim Tincher

How’s your brand today? Defining your brand used to be so much easier. In the good old days (for me, […]