COMPLAINTS ARE OPPORTUNITIES
Make the Most of Them By John Tschohl Almost nothing strikes more fear in an employee’s heart than a customer with a complaint. Most employees … Read more
Managing Call Center Agents
Dexcomm: Meeting HIPAA Requirements Using Secure Messaging
By Laura LaLuzerne Protecting customer information is essential for maintaining trust. When faced with the challenge of replacing the pagers they had relied on for … Read more
How Quickly Can Your Call Center Adapt to AI?
By Nicole Limpert Many call centers face a unique set of challenges that make adapting to artificial intelligence (AI)-powered communication tools particularly difficult. These barriers … Read more
Thinking About Selling Your Answering Service? What Owners Should Know Before Going to Market
By Logan Shooster Selling an answering service is more complex than most business owners expect. Between compliance obligations, 24/7 operations, and high client expectations, this … Read more
Reducing Customer Churn
Key Strategies for Retaining Business and Preventing Defections By Peter Lyle DeHaan, PhD Businesses focus on sales and marketing efforts to grow their operations and … Read more
Unveiling the Heart of Call Centers Workers: What Employees Want Their Boss to Know
By Genevieve Carrenard Call centers are the pulse of customer service, serving as the bridge between companies and their clients. Yet, beneath the buzzing hum … Read more
Don’t Forget the Human Touch
Technology May Save Money, but Human Agents Make the Difference By Peter Lyle DeHaan, Ph.D. We’ve been hearing a lot about artificial intelligence (AI), and … Read more
Do Your Call Center Employees Believe They Receive Adequate Recognition?
By Mike Hill If you are like most companies, you have a mix of employees working full-time from the office and others working full-time from … Read more
The Agent Attrition Problem Can be Fixed
By Donna Fluss Most of us are tired of hearing companies complain about agent attrition. While it’s a serious issue that has been exacerbated by … Read more
It’s Time for a More Agile Contact Center
By Einat Weiss Contact centers have traditionally been known for their rigid schedules, with agents often assigned nine-hour shifts that specify, down to the minute, … Read more