Why Do I Have to Praise Someone for Doing Their Job?
By Liz Uram Do you ever feel like there is way too much appreciation going on in your workplace? If you said no, you’re not … Read more
Managing Call Center Agents
How to Manage a Remote Contact Center Team
By Chris Robinson As any contact center leader knows, managing a team of agents is not for the fainthearted. This is even more challenging with … Read more
Enhance Contact Center Operations in a Shift toward Remote Models
By Matt McConnell The coronavirus pandemic affects employees across every industry. This has forced frontline workers to drastically adapt their work styles to adhere to … Read more
Agents Working from a Kitchen Table—What Could Go Wrong?
By Michael Frendo Remote contact center agents who work from home were already a growing trend in our industry before COVID-19, but the pandemic accelerated … Read more
Making Robotic Process Automation Positive for Employees
By Donna Fluss Robotic process automation (RPA) is a logical approach for companies to improve productivity and quality. The three primary categories of RPA solutions … Read more
How Call Centers Can Support VA Healthcare
By Bronson Tang In Veterans Affairs (VA) healthcare, connecting effectively with service providers through multiple channels of communication is the key to implementing better patient … Read more
First Aid for Burned-Out Teams
By Kate Zabriskie Even in the best of times, creating and maintaining a high-functioning team is hard work. Consider these perspectives about workplace teams: The … Read more
Five Realities of Contact Center Customer Service Reps
By Kim Houlne There’s nothing like real-world experience to put on-demand customer service in proper perspective. To gain more insight, Working Solutions recently surveyed several … Read more
Overcoming Call Reluctance, Part Two
By Kathy Sisk In part one we discussed the first weakness of call reluctance: agent fears. Now we’ll discuss prospect’s fears. Most outbound agents don’t … Read more
Caught in the Cross Fire: Contact Rates Continue to Decline
By Dean Garfinkel A recent initiative launched by the FCC called Robocall Call Processing (RCP) was intended to combat illegal robo-calls. Unfortunately, an unintended consequence … Read more