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
Managing Call Center Agents
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
The Next Act for Contact Center Transformation
By Donna Fluss The contact center world is in the early days of a true metamorphosis, one that is going to impact all aspects of … Read more
Dealing with Staff Shortages
Tips to Achieve a Full Schedule for Your Call Center By Peter Lyle DeHaan, Ph.D. For years many call centers have faced an ongoing challenge … Read more
How to Keep Remote Agents Engaged
By Jennifer Lee In 2020 BP (Before Pandemic), contact center agents typically spent their days navigating between upset customers and harried supervisors. Stress was often … Read more
Paying Attention to Agent Well-Being Will Improve Your Brand
By Donna Fluss The pandemic has had a dramatic impact on contact centers, most of it positive. As described in DMG’s new report, Contact Centers … Read more