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
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
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
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
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
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
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
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
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
By Donna Fluss What an amazing year 2020 was. We’ve never seen anything like it and hope we won’t again. Despite all the challenges, a … Read more