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. Call Center CCW contact center Metrics Quality MORE

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. MORE

In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and Best Use of Self-Service Technology at the 2017 Contact Center World Awards. “We Contact Center Awards. HGS Harvests Gold at CCW Awards Ceremony. MORE

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! Matt Beckwith is proud to be a Contact Center Geek. MORE

Matt Beckwith is proud to be a Contact Center Geek. Since putting on the headset for the first time as a 411 operator, he has spent more than 20 years leading customer service and sales call centers in different industries. MORE

Then something magical happened – the customer looked back over her shoulder and made eye contact with me, the expression on her face indicated her glee in running the barista through the CX chipper. MORE

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. MORE

What do you think is overlooked by contact center leadership, that hinders their customer retention efforts? EVERY customer contact is a retention opportunity!" Remember: "Every customer contact is a retention opportunity!" MORE