What is a Contact Center?by Erina Suzuki | Jun 2, 2023, 03:16 PM
A contact center is crucial to any business, as it manages all inbound and outbound customer communications. The scope of a contact center includes channels such as email, text messages, social media platforms, and live chats.
6 Ways How Contact Center Technologies Enhance Service Delivery in Government Sectors (+ Some Real-life Examples!)by Erina Suzuki | Sep 29, 2022, 03:12 PM
Government entities are typically the first point of contact for the public to keep communities and their citizens informed. As a result, they receive a flood of inquiries and requests. Fortunately, contact center technologies can support and simplify these tasks.
Find out the 6 best practices you need to be using to handle challenging customers todayby Erina Suzuki | May 31, 2022, 03:39 PM
If you work at a contact center, then you’ve probably encountered angry and frustrated customers from time to time. These customers are even more challenging when they start taking their frustrations out on you. But don’t worry – take this opportunity to transform their negative experience into a positive one! Continue reading to learn 6 effective strategies when you’re handling demanding customers.
The Complete Guide to Preventing Agent Burnout in Call Centersby 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.
Here's How Technology Can Solve 4 Major Operational Problems in Healthcareby 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.
New Call Center Agents Should Keep These 7 Tips in Mindby 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.
Workforce Management: Your New Secret Weaponby 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!