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Contributed Articles

When It Comes To Onboarding New Agents, Avoid the Sink or Swim Approach

Sink or swim suggests one succeeds or fails by their own effort. Tell me, is this the approach youd take when on-boarding new agents? I hope not! Yet, when it comes to on-boarding, a flawed approach results in a sink or swim approach.
[Full Article]   Feb-14-2017

 

Reducing Contact Center Agent Stress

For anyone who has worked in customer service, or in a contact center in general, mental stress is all too common. However, a contact center, as an organization, can always make adjustments to their policies and procedures, and managers possess the ability to directly influence the general mood and level of engagement within their department.

[Full Article]   Jan-30-2017

 

The Role of a Chief Data Officer

According to a recent article in Information Management, nearly two-thirds of CIOs want to hire Chief Data Officers (CDO) over the next year. Why is this dramatic transformation taking place, and what does it mean for you and your organization?
[Full Article]   Jan-26-2017

 

4 Ways to Reduce Chargebacks from Long Call Center Hold Times

When its easier and faster for a customer to file a chargeback through their bank than to reach your live customer service reps, you have a major business problem.
[Full Article]   Jan-17-2017

 

Temkin Group Releases Predictions for Top Customer Service Trends of 2017

This year will be the "year of purpose," according to customer experience research firm Temkin Group. Though many trends have carried over from last year, the differentiating factor in 2017 will be maturation.
[Full Article]   Jan-10-2017

 

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