Why great customer service contact center agents quit
Contact center work hasn’t evolved with workers’ needs, agents say The first word Lourdes used to describe her work in a contact center was “nightmare.” “You’re really, really micromanaged...
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Scalable contact center solutions drive results in healthcare
Patient experience is key to growth—and survival As the new year begins, healthcare providers and others in the sector face deep uncertainty from the legislative arena and challenging spikes...
What makes a great insurance claims agent? Empathy
The Oxford Dictionary defines the word empathy as “The ability to understand and share the feelings of another.” By Aimee Matolka, Program Manager, Insurance Claims Do you find yourself...
Why do companies choose a work-at-home contact center model? Flexibility is key.
Compare: traditional contact centers vs. an on-demand virtual model Every customer service executive is looking for business agility, flexibility and cost-effective solutions. But to achieve all of this, quality...
Why more companies are onshoring customer service
Call quality suffered overseas, making customer satisfaction a financial driver A decade ago, offshoring seemed to be the low-cost answer for customer service calls. Companies rushed to capitalize on...
The value of learning in a distributed world
Why bother? Surprising ways training improves business performance When I talk with clients about ongoing skill development for their customer service agents, some are torn. While they want agents...
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