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Call Center Resources & Insight

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The Present and Future of Contact Centers: Blended Intelligence
By: Salesforce  |  Published: July 22, 2020
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Article
Agents vs Robots – Should It Really Be a Fight?
By: Steve Bederman  |  Published: July 15, 2020
The notion of robots taking over our jobs is as old as the notion of AI itself. However, even though successful businesses have proven time and again that human workers are still... Read More
Article
6 Ways to Make a Contact Center Quality Management Program Sustainable
By: Rebecca Gibson  |  Published: July 14, 2020
The first part of our discussion of how to get agent buy-in for Quality Management (QM) programs included tips for how to design an agent-centric QM program. Here, we discuss how to... Read More
Article
Get Agent Buy-In for Your Contact Center's Quality Management Program
By: Rebecca Gibson  |  Published: July 13, 2020
When I ask clients to share their (quality management) QM program goals, I usually hear standard customer-and company-centric goals like: “We want to increase quality, improve agent performance, and shape a great... Read More
Article
5 Ways Your Contact Center Can Keep Delivering Exceptional Customer Experience in Exceptionally Challenging Times
By: Lauren Tuthill  |  Published: July 10, 2020
 Sponsored Post:   The past few months have presented huge challenges for businesses and employees around the world, including the disruption for many to a work-from-home environment. While the majority of contact centers... Read More
Article
Three Essential Quality Management Metrics for Contact Centers
By: Jeremy Watkin  |  Published: July 09, 2020
I’ve seen a lot of quality management metrics on a lot of dashboards, and with few exceptions, most are tracking similar items. What separates high-performing teams and contact centers is their ability... Read More
Article
Wise Counsel: Helping Employees Overcome Personal Challenges | #ICMIchat Rundown (July 7, 2020)
By: The Editors  |  Published: July 08, 2020
This year has proven stressful on all fronts, and it's only natural that our employees are feeling the pressure both at home and at work. In an ideal world, problems at work... Read More
Article
How AI Analytics Can Guide Customer Service
By: Mark McNasby  |  Published: July 08, 2020
Every day, artificial intelligence helps us accomplish more than we ever thought possible. One such example is the way we access information. We expect immediate answers to our questions, and AI makes... Read More
Article
Stay Connected With Your International Call Center Workforce
By: Jessica Harris   |  Published: July 06, 2020
When I managed an international team, my stateside team grew frustrated that the overseas support team did not seem to work a structured 8am-5pm schedule. At times, it was hard to know... Read More
Article
Declaring Independence: Empowering Agent Autonomy | #ICMIchat Rundown (June 30, 2020)
By: The Editors  |  Published: July 01, 2020
At one time or another, we've all been mistreated by companies who stand firmly by policies that weren't appropriate for the circumstances. Many customer service professionals have experienced internal conflict between doing... Read More
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