Infographic: How to Improve Agent Retention in Your Contact Center

Posted by Rachel Brink on Feb 19, 2016 9:20:56 AM

Agent attrition has been a long-standing issue within the contact center space, and continues to be a major pain point today despite recent advancements in technology and employee work environment. In fact, according to Contact Center Pipeline's recent survey, "Contact Center Challenges and Priorities", high attrition is said to be the biggest challenge for contact centers in 2016, especially for larger call centers over 500 seats. But what is causing these employees to leave? What are the costs that call centers are incurring as a result of high employee turnover rates? And more importantly, how can businesses help minimize this issue within their contact centers? Check-out our recent infographic “Agent Retention for Your Contact Center”!

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Topics: call center, contact center, agent retention, agent attrition

The Top 4 Biggest Challenges For Contact Centers in 2016

Posted by Rachel Brink on Jan 29, 2016 8:59:21 AM

Each New Year brings its own set of unique opportunities to the contact center space, both from a technological standpoint as well as an operational one. And as businesses continue to adopt the latest solutions and best practices to support their employees, customers, and organizations as a whole, many continue to run into challenges piecing everything together and making good use of it all. But what are some of the challenges contact centers are anticipating in the coming months? And how can businesses more effectively manage what they have and mitigate the risk of a potential issue? Let's check out the findings of Contact Center Pipeline’s recent survey, “Contact Center Challenges & Priorities”, revealing some of the biggest challenges for organizations today—and how to alleviate them in 2016.

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Topics: customer service, call center, CRM, contact center, contact center solution, call center software, self-service, agent retention, knowledge management, knowledge base, contact center attrition, SLA, ASA, service level, high attrition, attriction rate

The 6 Most Frustrating Aspects of a Customer Service Experience

Posted by Rachel Brink on Jan 22, 2016 9:04:54 AM

As customer service continues to overtake price and product as a brand’s key differentiator, businesses are increasingly seeking out ways to streamline processes and implement a more customer-centric approach across their entire organization. And to shed light on the current state of customer service, Microsoft recently released the findings of its annual survey, “2015 Global State of Multichannel Customer Service Report”, highlighting the key communication trends taking place, as well as changing consumer expectations. What was revealed that is of key importance to service organizations are the 6 most frustrating aspects of a customer service experience—issues that can easily be mitigated or eliminated with the help of a few tools and procedures.

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Topics: customer service, call center, contact center, contact center solution, customer experience, cloud contact center solution, customer service experience, hold times, bad customer service, call center solution, frustrating customer service, improve customer service, cloud call center solution

4 TCPA Compliance Traps—and how to protect your call center

Posted by Rachel Brink on Jan 15, 2016 9:02:00 AM

 

The regulatory environment faced by today’s contact centers has become far stricter and more complex than ever before, requiring organizations to take a number of precautions in order to remain compliant with the latest standards and regulations. But as technology evolves and regulations continue to change, many businesses are finding it increasingly difficult to keep up with and understand the latest legal boundaries (TCPA, PCI-DSS, HIPAA, etc.) impacting their contact centers. But what are some of these pitfalls? And what are some actions businesses can take to mitigate the risk of violating them? Let’s break down some of the hidden traps of the Telephone Consumer Protection Act (TCPA), a standard that was created to protect consumers from unsolicited and inconvenient phone calls, faxes, and texts.

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Topics: call center, contact center, tcpa, tcpa compliance, tcpa regulations, call center compliance

Big Data is Growing Even Bigger: 3 Ways to Stay Ahead in 2016

Posted by Rachel Brink on Dec 31, 2015 8:56:30 AM

Big data is rapidly growing, and shows no signs of slowing down anytime soon. In fact, the total amount of information being captured and stored by industry doubles every 1.2 years, fueled largely by the Internet, cloud computing, and IP based communication. And by more effectively managing the large volume of data flooding their organizations, businesses will have the ability to gather greater insights about their market, customer base, and internal business operations to help drive employee productivity and business growth. But as it stands, 80 percent of analysts’ time is spent on data prep, while only 20 percent is spent looking for insights. And according to a recent Bain & Company survey, only 4% of companies say they have the right people, tools, data, and intent to draw meaningful insights from their data—which, if unchanged, will severely impact their ability to keep up in 2016.

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Topics: call center, public cloud, contact center, big data, integration, reporting, cloud

How to Prepare Your Customer Service Team for the Holiday Rush

Posted by Rachel Brink on Dec 23, 2015 8:52:23 AM

While many businesses slow down during the holiday season as clients and employees take time away from the office, others—in particular call centers and customer service departments—become increasingly busy, experiencing large quantities of returns and product inquiries related to holiday purchases. And with rising call volumes and customer expectations, customer service managers must ensure their business processes and employees are capable of handling the holiday rush.

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Topics: customer service, call center, contact center, increased call volume, holiday customer service, call volume, holiday season

Is your business investing in knowledge management?

Posted by Rachel Brink on Dec 3, 2015 8:47:59 AM

As mobile device adoption continues to rapidly expand, and consumers increasingly demand fast and effortless engagement with the businesses serving them, web self-service (through online knowledge bases) has quickly become one of the most popular and sought after customer service touch points. As a matter of fact, Forrester recently conducted a study, which revealed that web self-service is now the most commonly used communication channel for customer service—the first and only channel to exceed phone in history.

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Topics: customer service, call center, knowledge management, knowledge base, web self service

13 Advantages of Deploying Your Contact Center in the Cloud

Posted by Rachel Brink on Nov 6, 2015 8:51:45 AM

Praised for its superior scalability, reliability, and cost savings, cloud is quickly taking shape in the contact center industry, with more than 50% of businesses actively investing in cloud contact center solutions, and 76% planning to do so within the next eighteen months (Call Center IQ survey, “Cloud Contact Center Technology: Not ‘If’ But ‘How’”). And as businesses continue utilizing cloud contact center solutions, more data highlighting its merits has unfolded, further supporting the ongoing migration.

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Topics: call center, contact center, cloud call center, cloud contact center

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