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The Complete Guide to Preventing Agent Burnout in Call Centers
by Shaundalee Carvalho | May 20, 2022, 09:49 AM
The term “burnout” has been thrown around a lot in recent years. It seems like everyone, from big celebrities to the person in the cubicle next to yours, is talking about it. But what exactly is burnout? Why is it such a problem? And most importantly, how can it be prevented? This blog will answer these questions.
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7 Things to Consider When You’re Choosing Your Next Contact Center Solution
by Erina Suzuki | May 13, 2022, 12:31 PM
Contact centers play a vital role in facilitating effective communication between businesses and their customers. They serve many important functions; they build client relationships, resolve their issues, and provide opportunities for sales.
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Here's How Technology Can Solve 4 Major Operational Problems in Healthcare
by Shaundalee Carvalho | May 6, 2022, 04:20 PM
In a society heavily impacted by a recent global pandemic, hospitals have been under a strain unlike any seen before in our lifetime. With this and the day-to-day strains of staff shortages and an aging population, the healthcare industry needs all the help it can get. That’s where technology comes in. In addition to the obvious ways that technology can help, like advances in tools for diagnostics and patient care, there are plenty of ways that technology can be of assistance in an administrative or operational capacity. Read on for four operational problems faced by the healthcare industry that technology can help to solve.
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New Call Center Agents Should Keep These 7 Tips in Mind
by Erina Suzuki | Apr 29, 2022, 02:10 PM
Congratulations! You nailed the interview, got the job, and your first day as a call center agent is right around the corner.
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Workforce Management: Your New Secret Weapon
by Shaundalee Carvalho | Apr 22, 2022, 03:13 PM
Balancing the best interests of your customers, your agents, and your organization, all while trying to avoid over-complicating your own role as the contact center manager, can be difficult. In fact, it may seem near impossible at times. But if you’ve ever wished for a tool that could make everyone happy, you’re in luck: Integrating a workforce management (WFM) solution into your contact center provides significant benefits to customers, agents, the contact center manager, and the organization!
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Staff Spotlight: Jennifer Sutcliffe
by Erina Suzuki | Apr 12, 2022, 09:20 AM
I am the 7th child out of an 8 child family. I learned early on that I was part of not just a family but a team. There was a big age difference, but that did not stop us from just being family, we were a tribe. We did not just share genetics; we shared goals, aspirations, and core beliefs. Although we are now grown, we choose to spend time together, like no time has passed. Our tribe has grown; no longer just siblings, we have in-laws, children, nieces, nephews, grandchildren, and fur babies.
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Here's Why You Should Integrate Social Media Within Your Contact Center
by Erina Suzuki | Apr 8, 2022, 02:53 PM
Social media is more than replaying cute cat videos, learning recipes from 20-second clips, and discovering trending memes on Twitter. For many organizations, social media is a highly effective tool that can be leveraged as a competitive advantage for their customer service.
Your contact center and your Customer Relationship Management (CRM) tool are a lot like peanut butter and jelly – both great on their own, but even better together.
Traditionally, contact centers have been viewed as cost centers - a necessary part of the organization that supports revenue-generating activities but does not itself generate revenue. But they don’t have to be.
Balancing the best interests of your customers, your agents, and your organization, all while trying to avoid over-complicating your own role as the contact center manager, can be difficult. In fact, it may seem near impossible at times. But if...
