How IVR’s Have Changed the Contact Center Industry
IVR’s…love them or hate them, they are an almost ubiquitous part of the contact centre industry and have been around for a very long time. In fact, according to Wikipedia, the first commercial IVR system was built to perform order entry and inventory control…
Call Center status after COVID-19 Pandemic
Since the beginning of 2020 and the inception of COVID-19, contact centers have had to make adjustments as to the way we work and employees' daily lives. This shift in the workplace proved to be specifically challenging for contact centers and help desks.…
Supporting and Engaging Remote Agents
In the past year, businesses across the world have seen significant disruptions to their daily operations. For many industries, this has meant, changing the way they operate, enabling staff to work from home and trying to keep staff engaged regardless of…
4 Ways to Improve Your Customer Experience
Providing an excellent customer experience is hard work, but it's essential to your business's success. As the face of the customer service department, your contact center is an instrumental tool to address any problems with your customer's satisfaction.…
How to Coach Your Contact Center Agents
If you want to facilitate an environment for your contact centre agents to succeed, you need to start coaching. Coaching is a great way to encourage, enable, and empower your agents to not only want to be better at their jobs but perform better. Coaching is…
How Contact Centers Can Leverage Gamificaton
Contact centres are always looking for new ways to ensure employee engagement and productivity, especially now that many agents work, at least some of the time, from home. For remote agents especially, it can be more difficult to plug into the culture of the…
4 Ways to Reduce Agent Turnover in Your Contact Center
One of the most significant challenges that contact centres face is an incredibly high rate of agent turnover, creating a cyclical problem where the Learning and Development team is continuously training new agents for them only to stay with the company for a…
Transitioning Back to the Contact Center
With the threat of COVID-19 still lingering, everyone needs to understand exactly what it means to come back to the office. Contact centres are at an especially high-risk for transmission due to the number of people on each shift and the sharing of equipment…
The Impact of Increased Handle Times
n our third instalment in the WFM and New Normal series, we talk about the impacts of increased handle times. As a lot of contact centres have quickly had to adopt work from home strategies to maintain BAU status, there have been some things to be wary of,…
Effective Strategies for Managing a Contact Center
Contact centres are the frontline of your customer service operation, which means that your contact centre must be operating at optimum capacity at all times. The management of your contact centre is an essential element to operating successfully and…