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Contact Center Workforce Management | #ICMIchat Rundown (May 19, 2020)
When it comes to contact centers, people are the first ingredient. Having the right number of agents available at any given time is tricky. This is where the practice of workforce management... Read More

How to Foster Resilience for Your Workforce in Times of Crisis
In times of adversity, there will be companies that emerge stronger than they were before the crisis arrived. So, what differentiates companies that successfully weather the storm from others?] One answer may... Read More

Respect the Individuality and Diversity of Your Contact Center Workforce
Throughout my career as a contact center leader, I continue to learn about the value of providing the space to respect the individual differences of each member of the workforce. Contact centers... Read More

An Expanded Home-Based Contact Center Workforce Could Lead to Increased Identity Theft
The rapid transition demonstrated by the contact center industry to adapt to the COVID-19 pandemic was, quite honestly, amazing. However, our industry never gets a chance to rest. Once we solve one... Read More

In Unusual Times, Replace the Usual Customer Service Phrases
On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!”... Read More

Tips to Overcome Some Common Obstacles of Shifting to a Remote Workforce
Recently we had the opportunity to speak with Beth Gauthier-Jenkin, Vice President, Sales and Customer Support from Gopher Sport, a company that offers high-quality physical education, sports, and strength and conditioning equipment,... Read More

Offices: Who Needs Them!? Should We Ever Go Back? | #ICMIchat Rundown (May 12, 2020)
As contact centers around the world scrambled to adjust to working from home, we've done so with the intention of one day returning to our offices. However, working from home has unique... Read More

Put People First During Tough Times at Your Contact Center
“People first”– a mantra adopted by organizations from the IRS to Lexus to Zappos – is a credo at the heart of some of the world’s most acclaimed companies. A key piece... Read More

How to Preserve a Contact Center Culture in the WFH Shift
We moved from a 100% in-office culture to a 100% remote environment in a little less than two weeks. Our goal in this endeavor was to ensure more than a technologically seamless... Read More

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