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Three Ways to Promote Transparency and Trust in the Contact Center (Part 2)

Posted by Rodney Kuhn
9/22/16 11:00 AM

Every business leader should tell you that honesty and integrity is vital for success. In Part 1 of this series, we explored how contact center managers can promote a culture of transparency and trust via quality monitoring. Now, let’s take a look at how managers can promote this culture internally by embracing openness, honesty and truthfulness with agents…

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Three Ways to Promote Transparency and Trust in the Contact Center (Part 1)

Posted by Rodney Kuhn
9/9/16 1:00 PM

We’ve all heard the age-old saying, “Honesty is the best policy.” We live in a world, however, where the truth is that honesty isn’t always promoted. Just consider the U.S. presidential candidates this election season. FBI director James Comey deemed Democratic candidate Hillary Clinton “extremely careless” in the way she handled classified information on a private email server as secretary of state. Meanwhile, Republican candidate Donald Trump has yet to release his tax returns to the general public.

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Three Reasons Why You Should NOT Renew Your WFO Software License

Posted by Rodney Kuhn
8/19/16 12:00 PM

Since the advent of the cloud, there has been an ongoing battle between software licensing and Software as a Service (SaaS). The former involves a company signing a licensing contract that permits them to operate a physical piece of software onsite at their location. Meanwhile, the latter involves no physical software product and no licensing contract; rather, the product is available to the company on the cloud as a platform that is hosted by a third-party SaaS provider.

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Gamification and Quality Monitoring: A Winning Combination

Posted by Rodney Kuhn
8/5/16 1:30 PM

Designed to engage, encourage social connections and maximize attention levels, video games have a certain special appeal. Filled with attractive graphics, challenging levels and exciting storylines, it can be difficult to put a controller down once you’ve started playing.

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Call Recording: A Powerful CX Tool, But Not a CX Strategy

Posted by Rodney Kuhn
7/15/16 2:30 PM

Call recording is a mainstay within the contact center, utilized by organizations for everything from agent training to risk management to compliancy assurance. Most importantly, however, call recording can (and should) be used to transform the customer experience (CX).

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Your Agents Are the Most Important Touch Point in the Customer Journey

Posted by Rodney Kuhn
6/17/16 1:00 PM

As you know, contact center agents are often your business’s first line of defense. Customer contacts happen at the greatest frequency early in the purchase process when customers are researching brands and weighing their options.

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Contact Center Leaders Still Fail to Understand Customers’ Communication Needs

Posted by Rodney Kuhn
6/10/16 11:30 AM

As a contact center leader you’re constantly under pressure to drive revenue for your organization by ensuring that your agents are engaged and supporting an environment that effectively satisfies the needs of your customers.

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Don’t Mistake It: Data Drives Contact Center Productivity

Posted by Rodney Kuhn
6/3/16 11:30 AM

Data is one of the most useful tools you have at your disposal when it comes to driving productivity in the contact center. Data helps your contact center define and measure progress toward goals, plus it serves as a quantifiable measure for validating success.

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Do You Know Which Communication Channels Will Meet Your Customers’ Expectations?

Posted by Rodney Kuhn
5/27/16 11:30 AM

As a contact center supervisor, you want what’s best for your customers, your team and your business as a whole. So, you want to eliminate any gaps between your performance and customer expectations while staying aligned with corporate goals. Out of necessity, then, as the overseer of a modern facility, keeping up with technology is one of your primary concerns. In your call center, this means optimizing communication: enabling your agents and customers to seamlessly carry on the conversation over a number of different service channels.

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How to Beat Agent Churn in the Call Center

Posted by Rodney Kuhn
4/7/16 1:30 PM

Is your call center experiencing abnormal increases in agent churn? Before you start to panic, know that call centers have one of the highest turnover rates of any industry. In fact, according to research from QATC, overall averages for the call center industry as a whole range between 30 percent and 45 percent.

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