Envision

It’s Time to Redefine the Meaning of “Jack of All Trades”

Envision

As children, we’re asked by our teachers and parents what we want to be when we grow up. As adults, however, we know the answer to this question isn’t so easy—especially in today’s working world, where it’s common for employees to wear multiple hats and balance interdepartmental responsibilities.

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Sorry to Say, but the CX Was Never What You Thought It Was

Envision

There’s no denying that every business today, regardless of size or industry, is driven by two simple words: customer experience

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Four Signs that Your Patient Access Team Needs WFO

Envision

Patient access teams and contact center agents have more in common than some think.

Three Reasons Why You Should NOT Renew Your WFO Software License

Envision

Since the advent of the cloud, there has been an ongoing battle between software licensing and Software as a Service (SaaS). The former involves a company signing a licensing contract that permits them to operate a physical piece of software onsite at their location.

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The New Standard: Why Employee Obsession Matters

We often hear about putting the customer first, or the famous saying: the customer’s always right. But at TaskUs, we put the employee before our customers and before our shareholders. Read our eBook to learn more about why we focus on the employee experience.

Three Ways to Promote Transparency and Trust in the Contact Center (Part 3)

Envision

If you’re just checking in now, Parts 1 and 2 of this series explore specific areas where contact center managers can embrace openness and honesty with customers and employees.

Gamification and Quality Monitoring: A Winning Combination

Envision

Designed to engage, encourage social connections and maximize attention levels, video games have a certain special appeal. Filled with attractive graphics, challenging levels and exciting storylines, it can be difficult to put a controller down once you’ve started playing

Fix the Biggest "Leaks" In Your Customer Experience

Envision

Recently I ordered a product online. The experience was safe, easy, price competitive and the item wa s de livered right to my door step. It occurred to me how many things had to go right to create this great custo mer experi ence. Their website had to function well in various browsers. Their payment portal had to work properly. They needed to have my item in stock and be able to ship it by the promised date.

Three Ways to Promote Transparency and Trust in the Contact Center (Part 2)

Envision

Every business leader should tell you that honesty and integrity is vital for success. In Part 1 of this series, we explored how contact center managers can promote a culture of transparency and trust via quality monitoring.

Three Ways to Promote Transparency and Trust in the Contact Center (Part 1)

Envision

We’ve all heard the age-old saying, “Honesty is the best policy.” We live in a world, however, where the truth is that honesty isn’t always promoted. Just consider the U.S. presidential candidates this election season.

You shouldn’t have said that!  You shouldn’t have done that!

Envision

Have you ever had a coach or manager offer such helpful, or not so helpful, advice? Did it make you want to jump right in to the conversation and ask for guidance or did you, as most of us do, get defensive and try to explain your actions? agent coaching agent performance contact centers

New Years 2017 ~ Who Could Ask For Anything More

Envision

Who could ask for anything more? Patents, awards, contracts and customers! There are times when you are so grateful, you just have to shout it out and tell all your friends. This year has been especially productive and rewarding making all of us at Envision so incredibly honored and proud.

To Master the CX, You Must Harness the Power of Personalization

Envision

Since the beginning of time, one thing has remained the same when it comes to consumerism: we naturally gravitate towards personalized products and services. It’s why most of us would rather buy a shirt with a logo or design, verses a generic tee.

Surprising Ways to Motivate Your Agents

Contact Center Pipeline

I love movies. So, I was thrilled to win movie tickets as part of a contact center sales campaign back when I was an agent. However, the coworker sitting next to me hated movies and was not motivated at all by this contest. Everyone is different. What motivates one person may demotivate another.

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4 Characteristics of Best-in-Class Contact Centers

Contact Center Pipeline

What does it take to deliver standout customer service? It’s a question on the minds of many business leaders since customer experience trumps price as the number one competitive differentiator in today’s economy.

Trust is Important in the Contact Center

Call Center Weekly

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.

Fast-Tracking Your Journey to Workforce Optimization: Tips for Mid-Sized Contact Centers

Contact Center Pipeline

Today’s mid-sized contact centers face many of the same business requirements as their larger counterparts, such as the need to drive sales, manage operating costs and deliver high-caliber customer experiences.

The Secret to Training Seasonal Agents

Contact Center Pipeline

“They are just temps,” said one contact center manager describing his seasonal agents. They will be gone in a couple of months!” That condescending attitude was reflected in the seasonal team’s environment. They were crammed into an abandoned conference room filled with computers, phones and wires.

Rising to the Challenge of Exceptional Customer Service

Call Center Weekly

By Melodee Norris How easy is it to deliver exceptional customer service consistently to every customer, every time? Super simple when the customer is polite and nice, right? It is natural to mirror how we are being treated so when a customer is courteous and kind, good customer service is delivered.

Coaching Effectively: Curbing the ‘Principal’s Office’ Mentality

Call Center Weekly

By Jennifer Boston During my last transition over a tenured training team, one of my initial interactions with a member of my new team really struck a chord.

Customer Service and the Golden Rule

Call Center Weekly

By Erica Mancuso Treating others as you would want to be treated is a practice of empathy. The golden rule is such a simple, timeless principle, and yet I’m constantly amazed at how little it’s practiced any more.

Mastering the “Fine Art” of Conversation in a Digital World

Contact Center Pipeline

The idiom “fine art” (first half of the 1800s) is defined in the “American Heritage Dictionary of Idioms” as “something requiring highly developed techniques and skills.” Conversation certainly qualifies as “fine art.”

5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management

Technology Worth Following

Contact Center Pipeline

OK, let’s set the ground rules. We are interested in defining contact center technology that is worth following today.

Scheduling Tip: How to Treat Night and Graveyard Shifts

Contact Center Pipeline

There might be a sticky situation buried in the way you have to treat day, night and graveyard shifts. Night shifts might pay a little higher than day shifts, and graveyard (overnight) shifts might pay even higher than the night shifts.

Coaching? Don’t Make Your Agents Defend Stupidity

Contact Center Pipeline

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 […].

How to Improve Your Center’s Loyalty and Retention Rates

Contact Center Pipeline

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.

Keeping Up with Customer Service Developments

Brad Cleveland

Call Center Contact Center Customer Service Leadership Videos Brad Cleveland Call Center Management On Fast Forward

Improve Content Consistency Across Channels with AI-Infused Knowledge

Contact Center Pipeline

eGain’s SVP Worldwide Marketing Anand Subramaniam believes that delivering a consistent content experience is key to driving value for both customers and agents.

Growing Leaders: The New Age of Mentoring

Contact Center Pipeline

Mentorship is enjoying a resurgence in popularity, thanks largely to millennials and social networking. Mentoring is actually an age-old development concept with references reaching back as far as Ancient Greece and Homer’s Odyssey.

Tools for Your Next Team Meeting

Brad Cleveland

Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can be helpful to take a step back from the day-to-day, urgent issues to think about the bigger picture.

Creating Career Paths for Agents

Contact Center Pipeline

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.

Who's Responsible for Professional Development?

Call Center Weekly

By Sean Hawkins A few years back, EdAssist conducted a study on the perceptions of managers and employees regarding professional development.

Adherence to Schedule Tips

Brad Cleveland

Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled.

Coaching for Success: A Quick How To

Call Center Weekly

By Celia Pagliughi Let us first define who coaches are and what coaching is. W ho is a coach? It is very simple; we are all coaches. When we walk into our call centers we are all coaches.

Fraud Prevention

Contact Center Pipeline

“Bad guys” seem to be lurking around every corner these days. Whether you are a financial institution protecting people’s money and identities or are defending against fraudulent parties trying to pretend they are your customers, you have to take authentication seriously.

What Does Proactive Customer Engagement Feel Like?

Contact Center Pipeline

Are you capturing prospective customers effectively, or simply letting fate take its course, hoping to close new business using traditional approaches and metrics? How about retaining existing customers? Are your traditional methods keeping up with customer needs and changing demographics?

Putting Humanity in Contact Centers

Customer Relationship Metrics

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.

7 Things That Will Keep Employees Loyal, Happy and Returning to the Job

Call Center Weekly

By Jessica Menapace Care Personally It is important for me to be sure that my employees know that I care about them personally. When employees feel and know that they are not just a number, or a body in seat doing a job, it creates a feeling of worth.