Tech and the workforce of the future.
Tech transforms work for people. People determine the future of work.
Look around, we are alive in a time of transformation. IT and AI have seemingly brought the future into the here and...
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6 posts
How training saves the day, every day
It’s a fair question to have when you read an article about customer service training and wonder if you could work magic by applying those ideas to your business. When you...
Listen up! Your customer is speaking.
Customer feedback is pivotal to the better customer experience.
The customer is the fulcrum around which all business plays out. Listening to their voices is the...
Keep your reports close and your dashboards closer
Managing a contact center is no walk in the park. You’ve gotta monitor ticket flow and agent performance, all while handling the occasional emergency. When you’re not...
Chat and its future in contact centers
Today’s customer service is very different from what it was twenty years ago. While responding in person, via snail mail or the occasional long-distance call was what once defined customer service;...
Agent Training Hardships and Overcoming Them 101
Every aspect of running a business smoothly is a challenge. This is especially true when it comes to the training-your-agents part. You train agents to reflect your company’s values. When something...