There is no doubt that technology has accelerated the pace of change in contact centers. Yet when it comes to the human element, some things have remained the same for decades. Agent turnover has been and remains a top challenge in centers. MORE
Small Call Centers Go Big with Speech Analytics. But we’re small.” This is often the reply leaders of smaller call centers use when they look at many of the contact center solutions in the marketplace. They just think they can’t have what the larger centers can because of their size. MORE
eGain’s SVP Worldwide Marketing Anand Subramaniam believes that delivering a consistent content experience is key to driving value for both customers and agents. MORE
Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland employee engagement leadership motivation MORE
Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent part of the organization’s culture and outlook. MORE
By Sean Hawkins We should all be familiar with After Call Work, aka wrap up time. This is simply the post call tasks agents must perform to complete the interaction. Inevitably, during this time, agents are prone to offer commentary on their call. MORE
By Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. One key area in this development, is trust. There is an excellent quote by Steven Covey that speaks to the important of trust in leaders. MORE
Gamification in customer experience has been used for several years. The concept of using game mechanics to attract and retain customers in the consumer space is commonplace and many tools have been developed. MORE
Effective Workforce Management (WFM) in contact centers seems to be fairly straight forward. That’s until you have to deal with all of the exceptions. But when agents use their mobile devices to help themselves with managing exceptions, your burden becomes a whole lot easier. MORE
If you read the media hype about chatbots, you might get worried thinking that Artificial Intelligence will cause widespread contact center extinction. During this interview with CTO Alex Black of Enghouse Interactive, we share a different perspective. MORE
Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland hiring recruiting MORE
We can’t publish a series on trends without including artificial intelligence (AI). MORE
A few weeks ago, I was heading home in a car with two of my friends. Oblivious to the hustle of the commute and barely attentive to the idle chatter, I was zoned back into the moment when my friends started talking about artificial intelligence. Artificial intelligence is the next big thing. MORE
In our mid-year look at five“hot” topics that have been garnering much attention recently, our last post offered insights into why employee engagement is so critical to modern contact centers. MORE
Call Center Contact Center Customer Service Leadership Videos Brad Cleveland leadership MORE
Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Videos Brad Cleveland leadership multichannel MORE
Evolving customer expectations present an enormous opportunity for organizations to differentiate service, but at what cost? Economic unpredictability and raising customer demands have put a strain on contact centers everywhere. But are you part of the problem? MORE
Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Videos Brad Cleveland customer experience customer relationships MORE
By: Sean Hawkins As customer service professionals, we can all sympathize with the monotonous routine of call center agents. Log in to assist the customers, then log out and go to lunch and/or break. This is repeated a few more times before going home. MORE
The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately. MORE
Last year, roughly 1 in 8 Americans used GetHuman. GetHuman started back on 2006 when, founder of several software companies, Paul English became enraged when he was locked in Verizon’s IVR jail. MORE
Call Center Contact Center Customer Service Videos Workforce Management Brad Cleveland reporting workforce management MORE
Call Center Contact Center Customer Service Leadership Organization and Culture MORE
There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty situation: How that interaction is handled can either generate customer commitment or drive that customer away. MORE
I knew I was in trouble! I was driving down the highway with my lovely wife, Jana, when we spotted a traffic jam up ahead. I suggested we stay on the highway, since it was the most direct route to our destination, and slowdowns like this usually clear up within a few miles. However, my […]. MORE
By Sean Hawkins After a recent escalation from a very angry customer, the agent handling the call expressed gratitude and was quite surprised the customer was able to calm down and allow me the opportunity to resolve their problem. MORE
Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland leadership MORE
By: Sean Hawkins When agents in your center provide great service, how do you reward them? Below are a few methods I've relied on that go over extremely well. If your department is working with a limited budget, these are great ways to reward top performers with minimal impact to your bottom line. MORE
Call Center Contact Center Customer Access Strategy Customer Service Videos Workforce Management Brad Cleveland service level workforce management MORE
Call Center Contact Center Customer Service Leadership Videos Brad Cleveland leadership strategic value MORE
Contact center days are jam-packed with activity. It’s easy to lose sight of the thread that should tether contact center performance metrics to what matters most to customers. Doing so can leave the contact center and its agents disconnected from their own customers. MORE
By Sean Hawkins Let's face it, CSAT (customer satisfaction) is a vital measurement of customer service performance, and rightly so. In my opinion, there are 3 metrics that best measure a contact center's performance, and success. MORE
Call Center Contact Center Customer Service Leadership Organization and Culture Brad Cleveland leadership MORE
Rope can be used to create a lasso to help you. Or it can be used as a noose for hangings. And Lori Bocklund has seen both happen in the current Wild West of contact center technology that exists today. Unstable Contact Center Technology. Being unstable can mean different things. MORE
You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. MORE
It’s simple. Your agents need help with a customer, all they have to do is raise their hand. But how dumb is that in today’s omnichannel and remote agent world? Okay, just raise a flag then. That’s not much smarter. How dumb is it for your supervisors to support agents? Click to Tweet. MORE
Call Center Contact Center Customer Service Leadership Videos Brad Cleveland leadership MORE
Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland culture MORE
By Julie Fredrickson Whether you have a few employees occasionally working at home, or an entire staff working remotely, there are some extreme management techniques that can kill your employees’ productivity. MORE
Training and coaching are two different approaches, but people often use the words interchangeably—and even worse, they use the tactics interchangeably. Let’s clarify our terms. To train means to provide the learner with the tools he or she needs to function. MORE
Call Center Contact Center Customer Service Videos Workforce Management MORE
Call Center Weekly
JULY 24, 2017
By Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. One key area in this development, is trust. There is an excellent quote by Steven Covey that speaks to the important of trust in leaders.
Call Center Weekly
AUGUST 14, 2017
By Sean Hawkins Let's face it, CSAT (customer satisfaction) is a vital measurement of customer service performance, and rightly so. In my opinion, there are 3 metrics that best measure a contact center's performance, and success.
Call Center Weekly
JULY 18, 2017
By Julie Fredrickson Whether you have a few employees occasionally working at home, or an entire staff working remotely, there are some extreme management techniques that can kill your employees’ productivity.
Call Center Weekly
JUNE 19, 2017
By: Sean Hawkins When agents in your center provide great service, how do you reward them? Below are a few methods I've relied on that go over extremely well. If your department is working with a limited budget, these are great ways to reward top performers with minimal impact to your bottom line.
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Contact Center Pipeline
AUGUST 1, 2017
I knew I was in trouble! I was driving down the highway with my lovely wife, Jana, when we spotted a traffic jam up ahead. I suggested we stay on the highway, since it was the most direct route to our destination, and slowdowns like this usually clear up within a few miles. However, my […].
Aspect
JULY 17, 2017
A few weeks ago, I was heading home in a car with two of my friends. Oblivious to the hustle of the commute and barely attentive to the idle chatter, I was zoned back into the moment when my friends started talking about artificial intelligence. Artificial intelligence is the next big thing.
Call Center Coach
JUNE 15, 2017
Last year, roughly 1 in 8 Americans used GetHuman. GetHuman started back on 2006 when, founder of several software companies, Paul English became enraged when he was locked in Verizon’s IVR jail.
Customer Relationship Metrics
JULY 26, 2017
You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. You’ve conducted surveys, created committees, put in recognition programs, and still you struggle.
Contact Center Pipeline
JUNE 15, 2017
eGain’s SVP Worldwide Marketing Anand Subramaniam believes that delivering a consistent content experience is key to driving value for both customers and agents.
Contact Center Pipeline
JULY 13, 2017
There is no doubt that technology has accelerated the pace of change in contact centers. Yet when it comes to the human element, some things have remained the same for decades. Agent turnover has been and remains a top challenge in centers.
Contact Center Pipeline
AUGUST 17, 2017
We can’t publish a series on trends without including artificial intelligence (AI).
Call Center Coach
JUNE 12, 2017
Evolving customer expectations present an enormous opportunity for organizations to differentiate service, but at what cost? Economic unpredictability and raising customer demands have put a strain on contact centers everywhere. But are you part of the problem?
Call Center Coach
JUNE 13, 2017
It’s simple. Your agents need help with a customer, all they have to do is raise their hand. But how dumb is that in today’s omnichannel and remote agent world? Okay, just raise a flag then. That’s not much smarter. How dumb is it for your supervisors to support agents? Click to Tweet.
Contact Center Pipeline
JULY 26, 2017
There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty situation: How that interaction is handled can either generate customer commitment or drive that customer away.
Call Center Coach
APRIL 27, 2017
Gamification in customer experience has been used for several years. The concept of using game mechanics to attract and retain customers in the consumer space is commonplace and many tools have been developed.
Brad Cleveland
JUNE 27, 2017
Call Center Contact Center Customer Access Strategy Customer Service Videos Workforce Management Brad Cleveland service level workforce management
Call Center Coach
JULY 13, 2017
Small Call Centers Go Big with Speech Analytics. But we’re small.” This is often the reply leaders of smaller call centers use when they look at many of the contact center solutions in the marketplace. They just think they can’t have what the larger centers can because of their size.
Brad Cleveland
MAY 18, 2017
Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Videos Brad Cleveland customer experience customer relationships
Contact Center Pipeline
JUNE 28, 2017
Contact center days are jam-packed with activity. It’s easy to lose sight of the thread that should tether contact center performance metrics to what matters most to customers. Doing so can leave the contact center and its agents disconnected from their own customers.
Brad Cleveland
APRIL 26, 2017
Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland leadership
Brad Cleveland
JULY 21, 2017
Call Center Contact Center Customer Service Leadership Organization and Culture Brad Cleveland leadership
Contact Center Pipeline
AUGUST 10, 2017
In our mid-year look at five“hot” topics that have been garnering much attention recently, our last post offered insights into why employee engagement is so critical to modern contact centers.
Contact Center Pipeline
JUNE 8, 2017
The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately.
Brad Cleveland
MAY 11, 2017
Call Center Contact Center Customer Service Videos Workforce Management Brad Cleveland reporting workforce management
Brad Cleveland
JUNE 16, 2017
Call Center Contact Center Customer Service Leadership Organization and Culture
Brad Cleveland
JULY 12, 2017
Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Videos Brad Cleveland leadership multichannel
Call Center Coach
JUNE 20, 2017
If you read the media hype about chatbots, you might get worried thinking that Artificial Intelligence will cause widespread contact center extinction. During this interview with CTO Alex Black of Enghouse Interactive, we share a different perspective.
Call Center Coach
AUGUST 18, 2017
Effective Workforce Management (WFM) in contact centers seems to be fairly straight forward. That’s until you have to deal with all of the exceptions. But when agents use their mobile devices to help themselves with managing exceptions, your burden becomes a whole lot easier.
Brad Cleveland
FEBRUARY 7, 2017
Call Center Contact Center Customer Service Videos Workforce Management
Contact Center Pipeline
JUNE 22, 2017
Training and coaching are two different approaches, but people often use the words interchangeably—and even worse, they use the tactics interchangeably. Let’s clarify our terms. To train means to provide the learner with the tools he or she needs to function.
Call Center Coach
MAY 25, 2017
Rope can be used to create a lasso to help you. Or it can be used as a noose for hangings. And Lori Bocklund has seen both happen in the current Wild West of contact center technology that exists today. Unstable Contact Center Technology. Being unstable can mean different things.
Brad Cleveland
JUNE 2, 2017
Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland hiring recruiting
Brad Cleveland
JANUARY 13, 2017
Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent part of the organization’s culture and outlook.
Brad Cleveland
APRIL 6, 2017
Call Center Contact Center Customer Service Leadership Videos Brad Cleveland leadership strategic value
Brad Cleveland
DECEMBER 29, 2016
Call Center Contact Center Customer Service Leadership Videos Brad Cleveland leadership
Brad Cleveland
JUNE 9, 2017
Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland employee engagement leadership motivation
Brad Cleveland
JANUARY 24, 2017
Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland culture
Brad Cleveland
MARCH 8, 2017
Call Center Contact Center Customer Service Leadership Videos Brad Cleveland leadership
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