Call Center Resources & Insight

Stop me if you've heard this one before. A new team member joins your contact center. She is put through training and taught how to use her phone and your company CRM,... Read More

If you’ve worked in contact centers for any period of time, you’ve seen your fair share of workplace drama: the emotional responses to feedback; the fire-drill frustrations; and perhaps even a few... Read More

Eat only healthy snacks at work, lose weight and burn calories through your daily exercise. Save your company gobs of money by not getting sick. If this is all your workplace wellness... Read More

The Best-Managed Contact Centers: #3 – They Know that Their People Are the Key to Success Cultures vary dramatically from one organization to the next. You’d likely notice some hairstyles that you... Read More

Is increasing employee engagement a priority for your team this year? According to 2018 ICMI research, it's a top three challenge for members of this community. The reality is, you can't fix... Read More

Contact centers are often expected to deliver miraculous results with limited resources. Whether you're strapped for time, money, or tools, those pressures are often felt the most by frontline agents. How do... Read More

Contact centers can have very productive and unproductive work environments. Customer Satisfaction Scores, Net Promoter Scores, and Customer Effort Scores are all good measures to evaluate the success of a contact center,... Read More

Does your company conduct employee stay interviews? If you're googling the term, that's okay. During #ICMIchat this week, most participants shared that their contact center doesn't have a formal process in place.... Read More

There is no place in the world I’d rather work than in Customer Service. That being said...it’s very, well, hard. There are days when it seems like every problem across the business... Read More

To me, it feels like the 'spirit' of customer service has been deflating in recent years.  Why?  In part, I believe life itself has become more of a challenge to navigate, which... Read More