The Impact of COVID on Contact Centers: from the Experts
As part of our State of the Contact Center in 2020 Industry Report, we asked industry...
Category: Editors Pick
The State of the Contact Center in 2020 | Industry Report
Shrinking budgets, growing attrition, and a scramble to deliver safe and secure working environments. The State...
How Has COVID-19 Affected Call Center Agent Turnover?
The COVID-19 pandemic threw a wrench in the works of many contact centers. We found a...
A Complete Guide to Customer Perception
In the age of social media backlash and call-out culture, customer perception has become more important than...
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5 Easy Tips for Managing Remote Contact Center Team
Managing a contact center team is a challenge at the best of times. If your contact...
How to Effectively Set Goals with Your Call Center Team
Goal setting and self-improvement often go hand-in-hand, and nowhere is this truer than in the call...
Why Active Listening is the Best Customer Service Skill
They say the key to any healthy human relationship is effective communication. This principle also applies...
6 Secrets to Improve Customer Satisfaction (CSat) in the Contact Center
We’ve been chatting a lot about customer satisfaction (CSat) recently, but for excellent reason, measuring the...