As interest in and adoption of artificial intelligence-based solutions grow, so does the number of surveys and studies on this important topic. Some o…

Hiring good people, outfitting them with the right tools and training to get the job done, and supporting them by creating the right culture and posit…

How positive coaching can drive success on in the contact center and on the court.

What matters is that the person, the AI assistant, (or the street furniture) treats the customer with dignity, empathy, and personalized care.

Speech analytics systems can boost contact center operational efficiency.

The businesses that can figure out how to align the interests and systems of these different interest groups, however, will understand prospects and t…

To deliver great CX and meet other business goals, contact centers need to pay attention to employee experience. Having the right contact center manag…

To deliver better CX, organizations should look at the user experience their individual processes and systems - like their interactive voice response …

From a business standpoint, the most fundamental and important piece of unstructured data is text, and organizations have the potential to harness the…

In the new world of sales, the days of one-and-done customer interactions don't really work anymore. So sales people need to keep in touch with custom…

The opportunities for artificial intelligence to enhance productivity and influence the future of work seem to be limitless. One place businesses are …

It's so important for employers to encourage and reward their workers, and to provide them with the tools and support they need to be successful - so …

Cloud communications platform provider Twilio announced a partnership with Google Cloud, which will result in the integration of Contact Center AI int…

The call center is the front line for customer service, serving as a typical initial point of contact. Each interaction poses the opportunity to build…

Sometimes we need to get on the phone with a live agent. Often, however, we can find solutions ourselves using a FAQ list, a YouTube how-to video, or …

If you are considering outsourcing your call center or contact center, be sure to look before you leap. Set expectations upfront about service level a…

Liveops says only modernized call centers allow for optimal forecasting, scheduling, and agent payment and recruitment.

Call centers can use forecasting tools to estimate expected shrinkage. And they can leverage proven strategies and new technology to lessen shrinkage.

Anyone who's in charge of a 911 emergency response call center needs to be sure all their people, processes, and technology are ready to meet the need…

Know what you stand for, build your brand, and use marketing and HR to promote your successes.

Understanding what's normal in terms of individual and industry-wide churn, as well as churn for businesses with a similar focus and customer target, …

GDPR takes effect today, so companies are promoting solutions they say help address GDPR call center compliance.

To better engage employees, organizations need to hire the right people in the first place, and then keep them happy by providing them the guidance th…

Monet Software offers advice on how to enable contact center GDPR compliance.

The best leaders and managers care about their employees, are open to input, pay attention to their processes and procedures to ensure they deliver th…

Technology Marketing Corp. has recognized Monet Software solution with a 2017 CUSTOMER Magazine Workforce Optimization Innovation Award.

Be sure to take care of the basics, like proper scheduling - so you have enough people that agents don't feel overloaded. Consider expected call volum…

"There is no greater weapon in a company's arsenal than a great team," writes Tim Zimmer, an associate consultant at Manhattan Strategy Group.

When agents have the expertise, tools, supervisor support, and time they need to do a good job, they typically do it. And that makes for better custom…

Monet Software empowers contact centers and help desks with technology that allows them to work smarter. That way these customers can focus on the thi…

Big data can improve call center efficiency and security in a big way. Data collection and analysis enables businesses to see the origination points o…

The need to deliver omnichannel experiences - which enable businesses to see their customers as whole people instead of a series of unrelated customer…

As an organization, you need to be proactive in explaining to your representatives what your products do, why they do it, and what you and your brand …

In theory, being able to record call center agent interactions with clients is a great training tool and will certainly enhance the overall customer e…

Always-on, and, thus empowered, consumers have prompted businesses to direct more energy on improving customer experience. But improving customer expe…

The answer is to eliminate the communications and collaboration, data, and cultural and organizations silos that now exist at businesses. These silos …

Workforce management software can help contact center managers do more accurate forecasting and set schedules with much greater efficiency.

The American Customer Satisfaction Index reported that aggregate customer satisfaction has stalled. It remained at 76.7 for the third quarter in a row…

If management can keep employees motivated, productivity and the customer experience see a boost. That is why it is vital to have daily or weekly plan…

As businesses prepare for the General Data Protection Regulation to go into effect in the European Union, there's much discussion on how to comply wit…

Healthy competition has a way of increasing productivity, especially at a monotonous position like contact center agent.

To elevate a greater percentage of agents to be top performers, contact centers must carefully and continually work to recruit the best candidates, tr…

Call centers should take care in hiring the people who have the patience and professionalism to do the job. Patience is key, as this is a tough job in…

There are three core words to start eliminating from your vocabulary: need, should, and must. No one likes being ordered around, so start to think abo…

A handful of initiatives can create connections between agents and consumers, easing daily interactions for a seamless experience on both sides.New Wa…

It is definitely not uncommon for random occurrences to happen throughout the workday. They can throw a perfectly forecasted schedule off course, leav…

If a customer calls in with a complaint or concern and gets a disengaged or rude agent, the chances of giving the brand a positive review or shopping …

In order to deliver the best customer service while keeping call centers agents at the highest productivity rate, any flaw or issue in the call center…

What are the key call center KPIs and why are they important? Key performance indicators are the metrics by which most contact centers live and breath…

You have been given the responsibility of teaching a training class to a bunch of call center agents. You are extremely excited and eager to impart yo…

Most contact centers say they'll invest in coaching, training, quality monitoring, and dashboards this year. And reducing customer effort, employing a…

A new report emphasizes the importance of fostering continuous and supportive feedback in work environments. That's based on new research from the SHR…

Contact centers would do well to be more discerning in what they measure, deciding what it really means, and communicating its value to agents and man…

Using forecasting software can help you create the perfect balance of supply and demand in your call center. That way you'll be able to set schedules …

With call center attrition notoriously high, roughly around 30 to 45 percent, it is vital for management to implement ways to avoid hefty turnover rat…

Fly Jamaica recently erected a 24-hour call center to help customers affected by flight cancellations and delays due to maintenance on its planes and …

There is the popular saying of "quantity over quality." And, businesses are continuing to learn, brand loyalty is solely based on quality of service. …

Noreen Seebacher of Arke suggests that employees want a sense of achievement, belonging, meaning, and purpose. And they want to be happy. That all mak…

Nobody likes waiting in line. That's why call queue management is so important to call centers. Without it, callers may be left on hold for unacceptab…

If you live in Los Angeles, California, seeking to report graffiti and illegal garbage dumping via 311, prepare yourself for a longer than usual wait …

Being a call center agent is not for the faint of heart, hence why the attrition rate is around 45 percent. Often times, agents are on the receiving e…

People, product, and perception are three key things that impact customer experience. And the first of these three is typically the most difficult to …

Figuring out what kind of value your social media efforts are yielding starts out with defining what you're trying to do in the execution of those eff…

CRM is one of those business-y acronyms everyone assumes you know and understand. CRM, customer relationship management, has become a big topic for br…

As customers, we feel like we are constantly verifying who we are to agent after agent. Can't all call centers figure out our identities based on the …

People in the contact center space have a lot of fancy jargon and special processes and tools to measure them. But if you really think about it, the k…

Here are a few ideas on what you might consider as you're creating strategies to allow for more efficient and engaging customer interactions.

The use of positive language and attitude is table stakes in the area of customer service. And Len Markidan, who manages the marketing effort at Groov…

Customer satisfaction has become an important topic in business circles, especially in recent years. But where is customer satisfaction today? What ex…

77 percent of customers will no longer purchase from a company where they had a bad customer service experience. While this is not a new concept, it h…

Because call centers tend to have great change and high churn, good management is key. Effective managers work to keep good agents aboard and advancin…

Governor Matt Bevin announced a new substance abuse center is being launched by The Kentucky Justice and Public Safety Cabinet and Operation UNITE.

Does you call center have team leads with ambitions of moving up to management? Are there now open positions in that area that could be filled by thes…

Call center management is not easy. You need to hit hard targets. You have to stay within strict budgets. And you must continue to educate and motivat…

For best results, train your call center managers.That's why manager training is so important. Yet many businesses rely on the trial-by-fire method of…

This article provides steps call center operators and managers can take to improve agent and customer experiences.That includes providing agents with …

Performance management helps call center supervisors communicate goals, provide training, assess performance, and offer feedback and rewards to keep a…

Callback solutions and virtual queuing is an added step call centers can take to allow callers to keep their place in line without having to hold the …

In an industry where attrition is notoriously high and retention low, contact center management is tasked with motivating agents on a daily basis. The…

Call centers are more outdated than one would think. More than 500 agents worldwide were surveyed, and the findings showed a complete disregard for cu…

When StubHub was founded in 2000, it revolutionized event ticket buying. It made it possible to get front row seats to an otherwise sold out show.

Carnival Cruise Line and Maritz Motivation Solutions announced the launch of Carnival's employee recognition program, myRecognition, on the Maritz Cul…

Sales can be hard to execute in a call center. Here are a few ways to enhance sales performance in a call center while ensuring high retention rates.

Words matter. So does tone. Especially when people aren't interacting face to face. And voice training can deliver positive results for agents, call c…

Advisors need just as much assistance in knowing how to deliver great service as the staff and agents they supervise. In order to teach, advisors must…

Call centers are constantly evolving but to keep morale up and give the best customer service experience possible, employers should always be on the l…

Focusing on customer experience has come into vogue in recent years. You probably know that. The thinking goes that people are less patient and less l…

In 1984, the International Customer Service Association created National Customer Service Week. For 2017, it falls between October 2-6, with the goal …

The way a call center agent handles a customer service complaint can play a large role in a customer's feelings toward a company, and whether or not t…

Call centers can lack excitement and breed monotony, which is why implementing some inspirational and fun call center games can be beneficial for mora…

Employees are the center of the workplace machine and if their well-being is not tended to, this can cause malfunction. But, there are ways of combati…

As the technology world keeps changing and evolving, call centers must continue to stay up to par as to not miss the mark in such a customer service d…

Helpdesks are there to help but sometimes, they need assistance as well to ensure efficiency for all of their customers. But where should helpdesks go…

Through Customer Engagement Assessment, Humach lets legacy call center operators see how their efforts on this front compare to those of similar compa…

: To keep your busy team in tact and on the same page, sometimes it is worth trying some team building activities and exercises in order to strengthen…

Teleperformance looking for 500 contact center representatives to staff its Hurricane Harvey federal relief assistance effort.

Call Centers can come in quite handy when it comes to helping businesses calm as well as retain angry customers.

Those who work at Contact Centers tend to become more prone to burnout and emotional exhaustion, leading to sizeable turnovers, especially in the Unit…

A happy customer is a repeat customer - this has always been true, and for many years that was a good enough reason to aim for customer satisfaction. …

But having the time to impart your knowledge and experience onto your agents is another story entirely. Nonetheless, you should never stop striving to…