Call Center Resources & Insight
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Putting Together the Customer Loyalty Puzzle

Loyalty, defined by, is a faithful adherence to someone or a cause. When talking about customers, the ultimate act of loyalty is a renewal. Measuring loyalty as it happens is easy.... Read More

Skills Employees Need to Work from Home

No commute, no dress code, and plenty of flexibility. Working from home sounds easy, right? Not so fast! While remote work has its perks, it also requires a unique skill set to... Read More

How to Maximize Contact Center Agent Productivity

Contact center leaders have a lot on their minds. From the quality of their technology to creating a memorable customer experience, there are plenty of blinking lights that require attention. While all... Read More

Data Visualization and Engagement: Do Metrics Motivate?

Everyone likes access to data about their performance! As consumers, we are driven to act by visibility of our personal data. Consider for example, fitness trackers.  Most of us like seeing our... Read More

The Top Three Motivators for Any Generation

Does your contact center resemble an episode of "The Walking Dead?"  Whether or not you've reached zombie apocalypse levels of engagement, all contact center leaders must be intentional to win the hearts... Read More

Measuring the Effectiveness of Training

Two main challenges make it difficult to measure the effectiveness of contact center training: Change - The constant evolution of the contact center environment, including changes to procedures, goals, and turnover of... Read More

7 Ways to Personalize Performance Management

In an industry ruled by metrics, it's sometimes difficult to focus on behaviors instead of numbers. But more often than not, it's the behaviors that make the most significant impact on contact... Read More

7 Simple Ways to Improve the Customer Experience

Customer experience can, more often than not, determine a company's level of success. Research shows that when customers are dissatisfied with their experience, they will find another company that does meet their... Read More

How to Make Performance Metrics Truly Matter

As contact center leaders, we are always in search of the best way to manage our operations, which can often translate to how well we are managing costs. But our job is... Read More

What to Consider Before Adding AI to Your Contact Center

Artificial Intelligence (AI) is creating a lot of buzz these days--especially in the customer service industry. Looking past the hype, how can contact centers prepare? What should you consider before investing in... 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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