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Technology


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Grab the Remote: Time to Change the (omni)channel

If you’ve ever spent more than 15 minutes on hold with a customer service representative, you likely understand the frustration that brews during the wait. Add any other complexity on the road... Read More

The Evolution of Self-Serve Customer Service

Ever have one of those days when you simply don’t want to talk to anyone? That day inevitably coincides with the renewed urgency of the task you’ve been procrastinating over: calling customer... Read More

The Ins and Outs of HIPAA and PCI DSS Compliance

You cannot work in a customer service department or contact center in the healthcare industry without being aware of the laundry list of legal restrictions. With all the restrictions that agents must... Read More

How to Make AI Work With the Right Data Points

Before working to onboard new clients and ensure their continuous success and growth at Next Caller, I worked in the ultimate customer service role: as a Middle School Teacher and Dean of... Read More

3 Ways to Ace Customer Service in an Omnichannel Era

Organizations are in a constant battle to keep up with the ever-changing landscape of customer expectations. Today, companies are constantly adapting and evolving to meet the new era of the empowered consumer... Read More

How Can Businesses See the Person Behind Every Interaction?

You’re a customer service guru. Where others see simple data points like handle time and NPS, you see real people with real problems that need solving. So let’s look at a real... Read More

5 Ways Texting Helps Contact Centers Enhance the Customer Experience

According to Deloitte, 92% of organizations that view customer experience as a differentiator offer multiple contact channels. Although calling will always be one way customers prefer to get issues resolved, things like... Read More

Reducing Customer Effort in the Contact Center

When it comes to pleasant experiences and customer satisfaction, the time and effort put forth by a customer in interacting with your brand play a major role. Voice calls in particular are... Read More

How Booker Helps Moms Have a Better Mother's Day

As a working mother, I know how hard it can be to set aside some “me time.” But what woman doesn’t love being treated to a nice spa treatment or getting pampered?... Read More

5 Ways Contact Centers Can Leverage Data to Deliver White Glove Service

Last week, as I sat at my desk clearing out some old emails, a text message popped up on my phone. Oddly enough, it was from Dom’s Coffee, a coffee shop I... Read More



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QuickPoll

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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