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Workforce Management

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Article
20 Ways to Empathize With Stressed-Out Customers
  Whether the problems customers call about are large or small, they all need our empathy. They need us to infuse our emails, chats, and social media responses with words that demonstrate... Read More

Article
The 8 Forms of Wasted Effort in a Contact Center
  Contact center leaders, it's time to get out those scissors and cut non-value-added activities to drive continuous improvement. If you can eliminate waste, you will ensure that only value-added work remains,... Read More

Article
When the Plans Don't Fit the Situation: #ICMIchat Rundown (March 24, 2020)
We live in interesting times, but luckily it's business as usual for #ICMIchat. On March 24, Roy Atkinson and our community of contact center and customer experience experts reunited to explore how... Read More

Article
Make Sure Your Customers Can Get a Human
    “In an era when companies see online support as a way to shield themselves from ‘costly’ interactions with their customers, it’s time to consider an entirely different approach: building human-centric... Read More

Article
5 Ways to Help Your Contact Center Face a Recession
  A recession likely is around the corner, and the contact center isn’t immune to the economy’s trickle-down effects. Here are some ideas to help you and your contact center weather the... Read More

Article
Learning is Best Done in Community
When I use the phrase “corporate training” what is the first emotion that crosses your mind? Likely, the emotional equivalent of an eye roll. Too often, corporate training is designed to produce... Read More

Article
Eight Characteristics of Proactive Contact Center Leaders
  As frontline contact center agents, there’s something comforting about the daily rhythm of waiting for customers to contact us and responding when they do. The work comes to us and we... Read More

Article
What to Say to Angry Customers
   With the current crisis, contact center representatives are grappling with heightened workloads and anxious customers. The following excerpt is from a course for agents, Working in a Customer Contact Center (LinkedIn... Read More


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