Dec
6

Marketing is Now Part of the Customer Experience

Once upon a time, call center management supported direct communications from customers, and marketing management attempted to create customers. There was little interaction between the two functions, and they sometimes worked at cross-purposes.

Nov
30

Want to Keep Customers? Keep Things Fair

The plight to keep and grow customer bases continues for businesses across industries. It’s never been a more important time, than in our current economy, to win and more importantly keep customers-call center management solutions can help.

Nov
29

Why Job Shadowing Shouldn’t Be the Prime Tool in Call Center Training

Call center management can help improve attrition numbers with the right training. One experienced agent explains why job shadowing leads to panic and high turnover.

Nov
28

AI Can Help Boost Agents’ Emotional Intelligence

Soothing irritated customers is one of the most critical skills a contact center agent can have. Ensuring agents get it right most of the time is the responsibility of call center management.

Nov
27

AI Can Help Boost Agents’ Emotional Intelligence

Soothing irritated customers is one of the most critical skills a contact center agent can have. Ensuring agents get it right most of the time is the responsibility of call center management.

Nov
26

AI Can Help Boost Agents’ Emotional Intelligence

Soothing irritated customers is one of the most critical skills a contact center agent can have. Ensuring agents get it right most of the time is the responsibility of call center management.

Nov
25

AI Can Help Boost Agents’ Emotional Intelligence

Soothing irritated customers is one of the most critical skills a contact center agent can have. Ensuring agents get it right most of the time is the responsibility of call center management.

Nov
24

AI Can Help Boost Agents’ Emotional Intelligence

Soothing irritated customers is one of the most critical skills a contact center agent can have. Ensuring agents get it right most of the time is the responsibility of call center management.

Nov
23

AI Can Help Boost Agents’ Emotional Intelligence

Soothing irritated customers is one of the most critical skills a contact center agent can have. Ensuring agents get it right most of the time is the responsibility of call center management.

Nov
22

AI Can Help Boost Agents’ Emotional Intelligence

Soothing irritated customers is one of the most critical skills a contact center agent can have. Ensuring agents get it right most of the time is the responsibility of call center management.