Call Center Weekly

NOVEMBER 9, 2017

Why is the issue of compliance important for contact centers? Contact centers need to provide accurate information to their customers. Contact center Agents need the most accurate and up to date information. Note, Brad’s responses have been lightly edited and condensed for clarity.

Contact Center 149

Contact Center contact center associations Banking Education 149

CCNG

FEBRUARY 1, 2023

While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. According to a study by Cornell University , 87% of call center employees report high job stress levels.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

Call Center Weekly

SEPTEMBER 13, 2018

If the communication link between them and the Workforce team is not in place – the efforts will result in burying the call center in call traffic with no one to answer the phone. Debra Bentson has spent most of her career in Contact Centers with an emphasis on building and leading Workforce Management teams.

Management 206

Management Customer Service contact center associations Interactive Voice Response 206

Call Center Weekly

APRIL 25, 2018

What do you think is overlooked by contact center leadership, that hinders their customer retention efforts? a Canadian training company that helps contact centers improve their sales and customer retention results. Customer retention is a relationship rather than an event! By then it is too late.

contact center associations 43

contact center associations Customer retention Contact Center Sales 43

Call Center Weekly

MARCH 1, 2018

By Matt Beckwith Contact centers of all shapes and sizes often have lots of similarities. One thing I have found to be true across most companies is this shocker: contact center team meetings suck! At the beginning of my contact center career I lived through some awful team meetings.

Contact Center 136

Contact Center contact center associations Coaching Feedback 136

NICE inContact

MAY 1, 2019

The company has 75,000 associates, mostly agents, and provides contact center services to 400+ clients in more than 70 countries and in 45 different languages. But it was a first for Sitel when a global insurance client approached the company to build a soup-to-nuts contact center solution—technology included.

Management 16

Management Business Process Outsourcing contact center associations contact center solutions 16

Contact Center Geek

JANUARY 14, 2016

A fellow Nor Cal Contact Center Association steering committee member recently recommended the book "The Effortless Experience" by Matthew Dixon, Nick Toman and Rick DeLisi. If you work in a call center, or provide service to customers, this is a must read. I loved it. The evolution in measuring service?

Contact Center 48

Contact Center Management Call Center contact center associations 48