Call Center Resources & Insight

Sort By:
Will It Blend?: The Pros and Cons of Channel-Blended Agents
Channels are a hot topic in any contact center discussion! Whether we're discussing best practices for decades-old channels, contemplating the possibilities of the channels of tomorrow, or pining to deliver the elusive... Read More

Improving Your Agent Experience, One Step at a Time
Read More

How to Make Employees the Superheroes of Your Customer Community
As customer communities continue to evolve, companies are embracing the benefits they can bring beyond peer-to-peer support forums, such as product ideas and brand advocacy. When establishing a community as part of... Read More

The Ultimate Guide to Customer Retention
Companies today often spend so much time and focus on trying to acquire new customers, that they forget about their existing ones. Yet, studies by the Harvard Business Review show that a... Read More

The Analytics Bundle
Read More

How Engagement Is the Path to ROI Growth
Leading global college admissions agency CollegeWise has experienced an employee retention rate of nearly 100% in each of the past four years – a far cry from the average annual turnover rate... Read More

Don't Let It Go Unused: Getting the Most Out of Your Existing Technology
It happens to the best of us. As we vet options, we become enamored by the bells and whistles and cool functionality that a technology product can deliver. Then, we go through... Read More

Can Voice Analytics Stem the Customer Satisfaction Skid?
Big data, in the form of speech analytics, is revolutionizing the way customer service is delivered. Can it jump-start stagnant customer satisfaction levels as well? I'll admit it. As predictions go, mine... Read More

15 Best Practices for Quality Assurance in the Contact Center
Quality assurance (QA) is a high-value application for contact centers, particularly when combined with a methodical process that continuously measures operational and organizational effectiveness. Impactful QA programs actively engage their agents at... Read More

7 Practical Tips for Improving the Relationship Between Marketing and Customer Service
In a few select companies, the Marketing Department and the Customer Service Department are like a happily married middle-aged couple. They like the same music, they finish each other’s sentences, and they’re... Read More

View More Content