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Contact Center Work From Home vs Hybrid Work and the Return to Office Struggle

There’s a lot of talk around the work from home and return to office debate. What’s fueling it and where it’s happening is part of the discussion. But does this debate apply to the contact center work from home...

Digital Customer Service vs Human Customer Service: Is it All or Nothing?

Digital customer service options are able to help manage the support challenges businesses are facing. The question is, should they be the only options customers have? ...

2023 Customer Service Trends: What the Data and the Pros Have to Say

The new year brings new trends besides inflation, staffing issues and severe weather. The contact center and customer support industry continue to evolve. Data and customer service professionals have insight into 2023 customer service trends and the reasons behind them...

Segmentation of Holiday Customers and Key KPIs

You survived the holidays and you’ve got new customers! Now what? To make the most of these new relationships use segmentation of holiday customers to your advantage...

Customer Service Heroes: 5 Happy Holiday Tales

The holiday season is rife with customer service horror stories from both customers and workers. But there are the wonderful ones that keep the seasonal spirit alive and well. Here are happy holiday tales of customer service heroes to draw...

Customer First: Is It Always the Best Policy?

A customer first policy is not always best, even for the customer, when it’s missing key components for success...

Non-value Added Work in Contact Centers: Identifying and Removing the Waste

Streamlining saves money and time in contact centers or customer service departments just like in any other area of business. That time is more profitable when spent on value-added activities that improve customer experience and product offerings or on efficient...

The 2022 Holiday Season Customer Service Staffing: Keep the Agents You Have

Research released in November found 45% of businesses are having trouble staffing contact center and back office roles. For the 2022 holiday season customer service staffing it’s critical to keep the agents you have during your most profitable season...

Thanksgiving: 10 Ways to Say Thanks to Your Customer Service Agents

It’s Thanksgiving week! Time for family get-togethers, big meals and Black Friday. You can help your agents feel valued. In a time where retaining quality employees is vital, remember to thank your customer service agents, now and all year round:...