Concrete customer feedback metrics, KPIs and CRM systems can be considered as the ‘science’ behind call centers, but the soft skills of call center agents are considered as the art. Here are the top 3 soft skills successful call center agents should possess. MORE

As an increasing number of consumers turn to their smartphones instead of their laptops, industries such as healthcare must also consider how their employees use technology on-the-go , including mobilizing the health call center workforce in a way that best fits their unique needs. MORE

In the G2 Crowd Grid for Contact Center Workforce , Aspect Workforce Management software scores in the much-coveted Leadership Quadrant. G2 Crowd Grid ® for Contact Center Workforce Software. It’s a must for any call center workforce”. MORE

There are a lot of benefits to be gained when you outsource your call centers. Most call center outsourcers are always filled with years and years of experience. Outsourcers in the call center industry are usually made up of a team of people, and from this team, there will be executives and managers. They are usually filled with knowledge and experiences that can only be gained from working in the call center industry for years. MORE

Peak times tend to be a touchy topic for call centers. Almost every center experiences them, and most don’t know how to handle the volume without adding more agents. Every contact center is different, which means that peak times can take on various forms. MORE

First some good news: call centers aren’t going away this year (well, not exactly – but more on that later). And while call centers are expected to see an uptick in staffing in 2017 ( did you know that 4% of working Americans – about 5 million – already work in a call center ?) MORE

If your organization is seeing call center workload patterns that are somewhat different than in similar historical months and years, you’re not alone. That … Call Center Workforce Management Brad Cleveland Contact Center Customer Service ICMIAnd the reasons – the economy, changes in customer behavior, etc. – are certainly no mystery. MORE

In the G2 Crowd Grid for Contact Center Workforce , Aspect Workforce Management software scores in the much-coveted Leadership Quadrant. G2 Crowd Grid ® for Contact Center Workforce Software. It’s a must for any call center workforce”. MORE