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CCNG
FEBRUARY 1, 2023
While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. According to a study by Cornell University , 87% of call center employees report high job stress levels.
Call Center Weekly
NOVEMBER 9, 2017
Why is the issue of compliance important for contact centers? Contact centers need to provide accurate information to their customers. Contact center Agents need the most accurate and up to date information. Note, Brad’s responses have been lightly edited and condensed for clarity.
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Call Center Weekly
SEPTEMBER 13, 2018
If the communication link between them and the Workforce team is not in place – the efforts will result in burying the call center in call traffic with no one to answer the phone. You must answer the phone to provide the service or close the sale. Treat them good – they’ll treat the customers better!
Vistio
DECEMBER 15, 2021
Today, we have with us, Matt Beckwith, a proud “ Contact Center Geek ” with over 25 years in contact center industry. His passion for CX technology and leadership has led to his current role as the Director of Customer Experience for Clark Pest Control. Thank you, Hailey, appreciate it. Yeah, sure.
Call Center Weekly
MARCH 1, 2018
By Matt Beckwith Contact centers of all shapes and sizes often have lots of similarities. One thing I have found to be true across most companies is this shocker: contact center team meetings suck! At the beginning of my contact center career I lived through some awful team meetings.
Contact Center Geek
JANUARY 14, 2016
A fellow Nor Cal Contact Center Association steering committee member recently recommended the book "The Effortless Experience" by Matthew Dixon, Nick Toman and Rick DeLisi. If you work in a call center, or provide service to customers, this is a must read. The evolution in measuring service?
Contact Center Geek
APRIL 4, 2018
Has working in customer service made a positive affect in your personal life? I’m not sure if I was drawn to work in customer service because of my natural curiosities and interests or if working in service has created who I am today. I have no doubt that learned empathy through working in customer service.
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