A massive disruption to the traditional work structure took place during the pandemic. We saw how it fast-tracked previous work trends. In fact, most of us will probably agree that prior to the pandemic people …

Your business probably interacts with hundreds of customers across various communication channels every day. Each interaction holds a vast amount of data regarding your customer’s concerns, expectations, and even about how satisfied they are with …

The call center is often the company’s public face — the first interaction your customer has before or after purchase.  So, coaching your call center agents to provide reliable customer service is imperative to your …

Managing call center operations is no easy task.   With increasing workloads, they face workforce management challenges such as staffing, agent scheduling, and falling agent engagement. These issues can affect their ability to provide good customer …

From hiring suitable agents to setting the right goals, contact center performance management involves a lot of tasks and processes. And while life as a contact center manager can be hectic, you can ease the …

Today, most call centers use data analysis tools to get an overview of their business processes and improve decision-making.  But advanced technologies like call center predictive analytics go beyond that and can help you predict …

Companies constantly have to find ways to streamline their business processes to keep up with changing market demands.  One way to do this is by implementing smart Workforce Optimization (WFO) strategies.   These strategies help improve …

Service agents or sales reps are the driving force behind a call center’s success. Unfortunately, the call center industry is known to face a higher employee turnover than most other industries.  A high call center …