Customer Service

Dec 6, 2017

Contact Center: The New Breed of Super-Agents

Transformation is required for contact centers to keep pace with business and consumer trends. The centerpiece of this transformation is a shift to a different type of agent – Super-Agents! Contact centers need new approaches to attract, select, onboard, and engage agents who can engage customers. If you expect to develop the best agents, you may need to rethink your expectations and processes. Start with the end in mind What are your growth objectives over the next three years? Begin developing a workforce plan that outlines the type and number of agents you will need to meet your goals. Evaluate the talent you currently have now, the systems produced it, and...

Transformation is required for contact centers to keep pace with business and consumer trends. The centerpiece of this transformation is a shift...

Nov 20, 2017

Contact Center: You Get What You Measure

These are transformative times for contact centers. There are a few essential activities you might consider as you plan or implement your...

These are transformative times for contact centers. There are a few essential activities you might consider as you plan or implement your...

Aug 22, 2017

The Contact Center Dashboard: 5 Metrics that Matter

Customers want brands to value them, respect them, and treat them like individuals. As commerce becomes increasingly distributed, Contact Centers are often...

Customers want brands to value them, respect them, and treat them like individuals. As commerce becomes increasingly distributed, Contact Centers are often...