Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. For example, a marketing event promoting a product sale would be an easy predictor for an influx in calls, whereas an unexpected power outage or sudden bout of the flu in the contact center isn’t something that can be readily planned for. Or is it?
This guide will tackle those questions, and more, head on! Continue reading
Many organizations now 
We’ve been chatting a lot about customer satisfaction (CSat) recently, but for very good reason; measuring the degree to which your product / service meets customer expectations is critical to the success of your brand, regardless of the vertical or size. In our most recent whitepaper, we provide a playbook for contact centers to use as a 
Are you having a rocky relationship with your contact center? Maybe you’ve been a victim of long hold times, poor customer service, or having to repeat an issue over and over to different agents. At first, like many relationships, both sides are willing to work hard and even overlook some of the red flags. But over time, once loyalty has developed, its possible that things might get a little too comfortable, taking for granted how hard it was to earn your admiration in the first place. With better communications, it’s possible for your relationship to mend, but if interactions stay the same or get worse, it might be time to cut ties and find a new call center to love.
Is your business stuck in the past? Too comfortable or resistant to change? For many leading brands, reinventing or pivoting is a natural part of growth and development, but for others it’s an ongoing battle. The common reaction of, “Oh no, we can’t do that, what if our customers don’t like it?” stems from not understanding your customers’ needs and wants. A strong brand not only recognizes what matters to their customers, but also understands how to deliver it. That’s the motivation for our newest vlog series,
It’s that time of year again! No, we’re not talking about building a gingerbread house or going on shopping marathons – it’s time to plan your contact center strategy for next year. Savvy companies are developing ways to help grow and improve their business. Having a plan in place is the key to goal setting, implementing the most appropriate action items, and measuring performance. One area you’re likely dissecting is the customer experience. Is it up to par with customer expectations? Are they actually happy with your service? After all, a strong CX strategy can help you retain more customers, and stop them from deflecting to competitors!
Newsflash: Only 
Being a call center agent is far from a glorious job. Yet they’re the unsung heroes of your company, answering a never-ending stream of calls from customers who aren’t always happy to be on the other end of the phone.
In an era where “the customer is always right” (at least they are when they share their stories on social media), it’s easy to overlook just how difficult it is to be a customer service rep. Far from being a glamorous job, CSRs often have to choose between conflicting priorities – resolving issues on the first call, keeping handle times low, and keeping customers ‘happy’, to name but a few. The modern contact center is a pressure cooker, where every minute counts.
