Call Center Resources & Insight
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Applying Predictive Analytics in Contact Centers

Advances in data mining and predictive analytics are enabling companies to gain a deeper understanding of their customers.  By leveraging these techniques companies are able to create focused marketing campaigns, understand likelihood... Read More

How an Enabled Support Team Impacts Customer Experience

When it comes down to it, customer support leaders have double duty. Not only do they provide the type of customer experience that keeps customers satisfied and happy, but they have to... Read More

3 Common Contact Center Myths Debunked

No one uses the phone anymore. Being a contact center agent is a dead-end, mindless job. The customer service team is entry-level. These are just a few of the common misconceptions about... Read More

Conducting Effective Quality Calibrations

Calibrations should be a part of any relevant quality program, but they are often overlooked or placed on a back burner. Regular calibrations ensure that everyone has the same understanding of what... Read More

How Languages Impact Customer Experience

Customer experience is the new battleground for organizations. By 2020, CX will overtake price and product as the key brand differentiator. And according to Gartner, 89% of companies expect to compete mostly... Read More

10 Things Senior Level Managers Must Know About Contact Centers

Back by popular demand! It’s budget time ... does your organization’s leadership team understand your contact center? If you’re like many across the contact center profession, you’re about to enter the budgeting... Read More

How to Handle Social Media Complaints with Confidence

What’s the best way to handle social media complaints with confidence? A staggering 879 million complaints are posted each year on social media by consumers.  Some people rant because they can, or... Read More

10 Tips for Serving Customers Via Social Media

According to ICMI research, more than two-thirds of contact center leaders acknowledge that social media is a vital channel for customer support. Despite that realization, less than half of contact centers today... Read More

The Truth About Attrition in the Contact Center

At first glance, attrition seems like a chink in the armor for contact centers. Across every industry, the fact that people leave their jobs and move on is a basic truth, but... Read More

Four Effective Agent Hiring Strategies

Hiring and retaining high-performing agents is a concern for just about every customer care organization, even those with low turnover. The growth of the omnichannel contact center is increasing the competition for... Read More

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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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