Envision is rolling out the welcome mat to partners! With more than 20 years of enterprise workforce optimization (WFO) solutions experience we are inviting partners to our mission of providing WFO in the cloud! Click2Coach Cloud is an enterprise-class cloud-based workforce optimization solution that is affordable for all contact centers whether you have five seats or 5,000! Learn more about Click2Coach Cloud at www.envisioninc.com/click2coachcloud.

In recent years, the clear lines that once separated departments within an organization began to blur, with more overlap in responsibility between divisions, particularly in the contact center. Increasingly, contact center agents have been tasked with marketing or upselling new offerings during customer interactions.

How angry customers are handled in the contact center can be the difference between customers taking business elsewhere (and complaining publicly about their experience) and a peaceful resolution that keeps them coming back for more. These five tips for calming angry customers can help every interaction end positively.

Social media platforms have become the new 1-800 number. With nearly one in four people worldwide projected to use social media in 2013, it comes as no surprise that customers are turning to these networking platforms to connect with brands and vice versa.

We live in a world more connected than ever before—that is a simple fact. Every indication is that the future will bring even more connectedness, making it increasingly easy for people to share information. That is especially true of customers, who are more likely than ever to share customer service experiences.

Every contact center employee is bound to come up against one or more of these difficult customer service scenarios mentioned below. However, the key is not to avoid them, but handle them with grace and, of course, a smile.

Are your contact center agents working hard or hardly working? Unproductive contact center agents, cost employers an average of 46 percent of their salaries in lost productivity. Moreover, employees who are disengaged are also 23 percent more likely to leave within 12 months, compared to a one percent probability of turnover among highly engaged employees, according to data from the Contact Center Association. In a 1,000 seat contact center with a 15 percent population of disengaged employees, turnover costs alone could add up to $158,000.

Investing in a workforce optimization solution for your small, medium or large enterprise contact center is a big commitment. After all, the solution is not only responsible for directly shaping the work habits of your employees, but also plays a huge role in the customer experience and how satisfied they are with your company. Conducting a bit of research to make sure your software has all of the components you need to measure and track agent effectiveness is key.