Call Center Resources & Insight
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4 Best Practices to Implement a Quality Monitoring Program that Counts

It’s something you hear on nearly every phone call to a business: “This call may be monitored and recorded for quality assurance purposes.” Most people disregard that part of the call. Good... Read More

How Remote Employees Can Help Contact Centers Better Manage Peak Seasons

Over the past thirty years the contact center has become a business’ biggest resource. Larger companies no longer need to staff and manage customer service or lead generation departments. Smaller companies can... Read More

How to Capture and Respond to the Voice of the Customer

Understanding the voice of the customer is critical to business success. Most companies do a fair job of capturing that voice, but not many know how to act on the data. What's... Read More

Growing Your Contact Center Culture

A company’s culture is a lot like a farmer’s soil, it’s the foundation from which all of your results grow. A farmer who tries to farm less-than-fertile soil would have a difficult... Read More

Call it a sixth sense. Customers are savvy about security.

First, a story: It’s a typical Sunday afternoon, and Jane is headed to the grocery store to pick up a few items for the week. She completes her shopping and heads to... Read More

The Pros and Cons of Upward Mobility in the Contact Center

I was recently reminded of one of those dark secrets from my past as a customer service manager. Wow! I made that sound way too scandalous, didn’t I? Back in the day,... Read More

25 Characteristics of a Great Manager

Great managers don't simply manage, they lead. What does it take to be a great manager in the modern workplace? Our #ICMIchat participants shared their thoughts on the key characteristics. What would... Read More

What Works in Training: Context Alignment

So far in this series that focuses on what works in training (as opposed to the many learning myths out there that are ever so attractive, but misleading), I’ve looked at using... Read More

Employee Development without the Big Budget

We know, of course, that employee development is an essential component in the loyal employee, satisfied customer, and happy shareholder equation. But when there isn’t money for expensive leadership development programs and... Read More

One Call at a Time: How the Education at Work Contact Center is Equipping Millennials for Career Success

Do you think millennials only use their phones for selfies, texts and SnapChat posts? Is so, you’re not alone, but you’re probably wrong. According to 2015 research, 37% of millennials make five... Read More

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If you cross-train your representatives to handle multiple contact types and/or channels, what impact do you see on productivity and quality when you periodically rotate them through channels?

Productivity decreases
Quality decreases
Productivity and quality decrease
No impact on quality or productivity
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