Call Center Resources & Insight
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How to Reduce AHT While Balancing Other KPIs

When running a contact center, it can be challenging to balance customer experience, employee engagement, data security and other pressing contact center metrics, all while handling calls and delivering a differentiated level... Read More

Measure Your Networking Results in Adventures, Not Inches

Sarah Stealey Reed: The foyer is claustrophobically stuffed with people. We’re all customer experience professionals; I don’t recognize anyone smashed against me. My company has been recently acquired and this is the... Read More

Making Culture Change Sticky

In my last article (“Does Your Contact Center Culture Need a Makeover?”), I described how leaders must assess the quality of their team’s work culture. Leaders don’t typically pay attention to their... Read More

What Works in Training: Retrieval Practice

With this month’s research-proven training topic – retrieval practice – we look at changing the focus of training from getting information INTO people’s minds to getting information OUT OF people’s minds. In... Read More

16 Ways to Recognize and Celebrate Contact Center Agents

National Customer Service Week is right around the corner! Is your team prepared to celebrate? Our #ICMIchat community spent time discussing ways to make the most of the celebrations, and to keep... Read More

How to Measure and Improve the Customer Experience

As any sports fan knows, baseball is driven by statistics. There is a statistic for everything imaginable in baseball. But, it hasn’t always been as statistics-driven as it is today. In the... Read More

The Ambiguity of Contact Center "Success"

For many professions defining success is black or white. In professional sports, success is winning games. In sales, success is converting prospects into clients. In contact centers it can be significantly more... Read More

A Better Way to Measure Your Contact Center Success

Join Bob at Contact Center Demo & Conference, where he'll deliver a session to help you re-evaluate your contact center metrics and drive success. No matter your role in the contact center,... Read More

Develop Your Leadership Pipeline

To learn more about customer service leadership development, register to attend Contact Center Demo & Conference. "How many of you started your career as agents?" I posed that question to 350 contact... Read More

KPIs as Easy as (NOT) Folding Laundry

Is it time to rethink the metrics on your contact center dashboard? We can help! Join Jeremy Watkin at Contact Center Demo & Conference for an interactive panel discussion on First Contact... Read More



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QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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