Managing Emotional Labor in the Contact Center

Contact Center Pipeline

Stress Management agent burnout agent morale call center complaint handling contact center emotional labor irate customers stress managementThe phone beeps in my ear; I answer with, “Thank you for calling Hoosier Healthwise. This is Mark. How can I help you today?”

There’s Magic in Managing the Details


I asked a manager about this and he gave me a great explanation. The short version is that when someone comes to work at Brio, they are taught to manage a number of these small details. In other words, the employees are trained to have a “manage the details” mindset.


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Rebooting Your Workforce Management Strategy

Contact Center Pipeline

Our workforce management (WFM) landscape is changing at breakneck speed. This presents entirely new challenges and opportunity for workforce managers. Workforce management professionals are still grappling with this epic change.

Property Management Solutions: Visual Assistance Helps Homeowners And Tenants


Table of Contents: The need for property management solutions. Visual assistance for property management maintenance. The global housing management industry is thriving and expected to grow from $15.10 There are more than 300,000 property management companies in the US alone.

Why B2B Contact and Account Data Management Is Critical to Your ROI

64% of successful data-driven marketers say improving data quality is the most challenging obstacle to achieving success. Given data’s direct impact on marketing campaigns, reporting, and sales follow-up, maintaining an accurate and consistent database is a top priority for B2B organizations. This latest eBook aims to help marketing leaders understand the impact of data management on their company’s ROI.

What Does Management Want From You?

Steve DiGioia

But what does management want from you? What Do Managers Want From Their Employees? Most managers want their team members to continue doing their job without incident, especially if the team works well. It creates safety, security, and peace of mind for the manager.

Choose your battles wisely – Conflict Resolution Training for Managers

Myra Golden Media

Jack Cooper’s managers are ready to preempt escalations and manage conflict. For Jack Cooper University , I produced a ten week conflict resolution training. Here’s our week eight video training. I loved every minute of this interactive training project!

Warranty Cost Management: Guarantee Satisfaction & Profitability


Product warranty management has become an area of focus for many manufacturers. The High Costs of Warranty Claim Management. These services, as well as other industries that are negatively affected by high numbers of warranty claims, need better warranty management solutions.

What is Workforce Management?


Workforce Management (WFM) is a set of business processes that contact centers use to ensure that staff can work in a cost-effective way. In other words, WFM involves studying the past, managing the present and predicting the future. Why does workforce management matter?

Managing Through COVID-19: A Roundup of Tips, Tools and Tech for Contact Centers

Contact Center Pipeline

Crisis Management call center change management Collaboration contact center COVID-19 leadership remote communication strategic planning technology selection virtual agents work from home workforce managementWe are finally at the end of a turbulent 2020.

Best Practices for a Marketing Database Cleanse

As frustrating as contact and account data management can be, this is still your database – a massive asset to your organization, even if it is rife with holes and inaccurate information. Entrusting a vendor to help maintain its accuracy and completeness is no ordinary engagement. Download ZoomInfo’s latest data-driven eBook aimed to help marketing leaders understand the best practices around choosing a B2B contact data provider.

The Complete Guide to Call Center Management


Congratulations, call center manager! To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same. Why strong call center management is important.

Workforce Management Evolution

Contact Center Pipeline

Workforce Management call center contact center WFM workforce managementNo matter the size of your contact center, your team is focused on making sure you have the right number of agents to process the transactions within the targeted grade of service while controlling the cost of providing that service. In smaller centers, proper staffing can be an even more acute challenge and a priority […].

Quality Management Should Not be Seen as a Tick Box Exercise, but Rather as a CX Value Driver


By definition, Quality Management (QM) ensures that an organisation’s product or service is consistently managed against a standard that assures the organisation of meeting customer expectations.

The Humble Manager – Tip #15

Steve DiGioia

Is this a mindset of a weak manager? Instead, the humble manager is realistic and open to suggestions. The Humble Manager Values Teamwork. It’s good to be a humble manager. It’s about a bad manager, a really bad manager.

Forrester Research Report: How Sales and Marketing Intelligence Drive Improved Business Outcomes

In 2019, DiscoverOrg commissioned Forrester Consulting to evaluate sales and marketing intelligence practices in the B2B space. The primary takeaway? Forrester found only 1.2% of companies achieved a score indicating maturity in data management practices. However, organizations are fighting back - and winning.

Workforce Management Software Improves Employee Engagement

DMG Consulting

Workforce Management Software Improves Employee Engagement. One of the consequences of this period of employee empowerment and company upheaval is the need for tools to help organizations manage an increasingly complex workforce of humans and bots.

Email Management Provided by Contact Centers


Customers should be given solutions in a timely manner in order to maintain a positive repertoire that builds … Email Management Provided by Contact Centers Read More ». The post Email Management Provided by Contact Centers appeared first on Ansafone Contact Centers.

Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value

Contact Center Pipeline

Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center Pipeline’s 2020 contact center trends survey, of the top 20 challenges, “lack of, or bad desktop tools” (KM being one) ranked second.

How to Manage Uncertainty

Beyond Philosophy

How to Manage Uncertainty. I heard the manager say about the team that you have to control the controllable. I quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers. In some ways, this is how you manage uncertainty. We talked about how to manage uncertainty for yourself, your organization, and your customers in this episode of The Intuitive Customer podcast. My team is the Luton Town Football Club.

How ZoomInfo Enhances Your Database Management Strategy

Forward-thinking marketing organizations have continuously invested in a database strategy for enabling marketing processes. Download this ebook to learn how to maintain a strategy that includes refreshed information, database cleanses, and an accurate analysis at the same time.

How To Manage Expectations

Beyond Philosophy

Airlines are Managing Customer Expectations. Managing customer expectations is critical for success in business. The post How To Manage Expectations appeared first on. Have you been on a flight recently and found that you arrived at your destination a little early? I have, but I never thought much about it until I heard this NPR report. A Tufts University researcher named Silke Forbes thought it odd that she arrived 30 minutes early on a flight from Cleveland to Washington.

Discover the Actual Number of People You Can Effectively Manage

Beyond Philosophy

Let’s imagine that you’re an account manager with 200 customers. We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. Once you understand your limitations, you can discover the actual number of people you can effectively manage.

How Voice of Customer Software Improves Account Management Efficiency


Even when you have a team of all-star key account managers, you need replicable business processes that everyone on the team can understand and follow. This consistency doesn't just help your account managers have a framework for doing their job well.

3 tips for successful customer data management

NICE inContact

CXone General Contact Center Management Call Center Best PracticesCustomer data governance is important for ensuring data is useful, standardized, and safeguarded.

Pressure Points: How to Ensure Your B2B Pipeline Passes Inspection

This eBook highlights best practices for developing a pipeline management process that helps sales leaders and their team C.L.O.S.E (you’ll see what we mean in this eBook) more revenue through data-driven prospecting, stage analysis, and subsequent sales enablement.

Three ways Workforce Management (WFM) can reduce


The 5 Rules of Measuring and Managing Customer Emotions

Beyond Philosophy

Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. The 5 Rules for Measuring and Managing Customer Emotions. Managing emotions can feel overwhelming.

Reasons to Invest in Account Management Software


In the key account management world, all too often, we see that companies prefer to pair a customer relationship management platform with various software platforms to perform tasks and manage their clients. Technology CRM Key Account Management

5 Rules for Successfully Managing Your Company Politics

Beyond Philosophy

These rules for managing company politics are here because no one ever officially tells you how to deal with them. Here are the five I have narrowed down to my list: 5 Rules for Successfully Managing Your Company Politics. There is a surprising lack of literature on company politics.

Managing Product Feedback at Scale

This practical 26-page eBook provides product managers with the strategies needed to deal with the common pitfalls that come with opening up the inevitable floodgate of data that comes with asking your customers and internal stakeholders for their input.

How to Manage Company Politics

Beyond Philosophy

Our latest episode of The Intuitive Customer podcast addresses office politics and how to manage them effectively. Managing them is part and parcel of a career. You must be able to manage office politics for many reasons. When you can get on with management, you can get on with your promotions after all. Also, if you can’t manage company politics, you won’t make it at many organizations. The post How to Manage Company Politics appeared first on.

5 Surprising Rules to Live By When Managing Customer Memories

Beyond Philosophy

Today, I intend to give you practical advice on how to make and manage customer memories. The five following rules govern this effort: Five Rules for Making and Managing Customer Memories. There are two essential aspects of practicality about managing these customer memories.

PeopleMetrics Experience Management Platform Roadmap Preview


PeopleMetrics Experience Management Platform Roadmap Preview. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Why Your Change Management Efforts Keep Failing


The change you want to make is great, but the way you handle change management is the problem. knowledge managementSure, you know that making changes at work can be difficult, but at your company, it seems like it’s nearly impossible.

Research Report: The State of Community Management

Online communities provide a wealth of benefits for organizations. In collaboration with the Community Roundtable, we have provided you with a comprehensive summary of The State of Community Management 2020. Get a free copy today!

Managing Great Expectations

Transparent BPO

Clients aren’t from Mars and Customer Care Providers Don’t Have to be From Venus By Scott Newman, CEO, Transparent BPO & Tom Silzell, Managing Partner, CX PartnerSourcre Good relationships just don’t happen. The post Managing Great Expectations appeared first on Transparent BPO.

Management’s Ideas Are Always Better – Tip #10

Steve DiGioia

Many times, we managers think we have all the answers, that we know it all, and our way is the one correct way to do things. After all, we’re management, and our ideas are always better. A sincere show of appreciation from management or ownership.

Effective Strategies for Managing a Contact Centre

Call Design

The management of your contact centre is an essential element to operating successfully and providing your customers with the very best customer service. The success of your contact centre relies on the strength of your agents and management teams.

AI and KM: From Knowledge Management to Knowledge Automation

Contact Center Pipeline

Knowledge Management AI artificial intelligence call center contact center knowledge automation knowledge solutionsWhen customers have questions for companies they do business with, they might get a set of FAQs to plow through.

3 Must-Haves on the Path to a Better Customer Journey

Speaker: Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, 8x8

Join this re-released conversation with Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization for 8x8, to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer engagement team.