Call Center Resources & Insight
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7 Ways to Make Contact Center Training More Fun

According to ICMI research, training is a top challenge for members of the contact center community. Many teams struggle to find the time and budget for effective training and making sessions fun... Read More

5 Ways Accelerated Learning Can Improve New Hire Training

You’ve just hired a full class of agents who carry with them the promise to provide memorable service at your contact center. But how do you accomplish this goal? The process of... Read More

Tips for Overcoming Common Back Office Challenges

The front office and back office in the contact center world are a lot like the concept of yin and yang. Described as seemingly opposite or contrary forces, they may be complementary,... Read More

Implementing New Technology in Your Contact Center

“Begin with the end in mind.”  -Stephen Covey. This is a quote you should aim to remember any time you start searching for, selecting, and implementing new technology. At each stage of... Read More

How to Motivate Contact Center Agents (Hint: It's Not About Pizza or Gift Cards)

What motivates contact center agents to do a good job? Is motivation innate, like the ability to sing on key or roll your tongue? Or does motivation come from the managers’ offer... Read More

How Marketing and Customer Service Can Work Together to Improve the Customer Experience

The relationship between marketing and customer service is often complicated, if not nonexistent. It doesn't have to be that way! In fact, both teams can work together to improve the customer experience.... Read More

Employee Engagement is Everyone's Responsibility

Isn’t it interesting when we hear something is everyone’s responsibility, the reality is it means that it’s no one’s responsibility? There’s a lot of truth to that because if we don’t commit... Read More

Healthcare Contact Center Must-Haves for Patient Satisfaction

Business-savvy healthcare leaders recognize that patient satisfaction impacts the financial health of hospitals and health systems. For this reason, hospitals across the U.S. are going to great lengths to ensure that employees... Read More

What Hip Hop Taught Me About Leadership Communication

Communication is one of the foundational pieces that shapes the culture of a team, for better or worse. And good intentions aren’t good enough if you want a healthy culture built on... Read More

Tips for Improving Your Communication Skills

Strong communication skills are an essential life skill. Communication impacts business success, personal relationships, and more. Are your agents equipped to communicate clearly with customers? Is interpersonal communication a challenge for you,... 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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