How to Manage a Remote Contact Center Team
By Chris Robinson As any contact center leader knows, managing a team of agents is not for the fainthearted. This is even more challenging with … Read more
By Chris Robinson As any contact center leader knows, managing a team of agents is not for the fainthearted. This is even more challenging with … Read more
By Mark Dwyer Are you incorporating technology into your communication plan? Today’s consumers, patients, and physicians have expectations about the way you communicate with them. … Read more
By Scott Mainwaring As customer service representatives (CSRs) at contact centers begin to find their stride working remotely, it’s imperative that managers spend this time … Read more
By Robert McKay As financial institutions close their lobbies and discontinue in-person service to help slow the spread of the coronavirus, contact centers are seeing … Read more
By Jeff Singman According to a recent research report by SalesForce, 84 percent of customers say the experience a company provides is as important as … Read more
By Matt McConnell The coronavirus pandemic affects employees across every industry. This has forced frontline workers to drastically adapt their work styles to adhere to … Read more
By Nancy Lee and April Forer Call centers exist in an ever-changing marketplace. New channels and technologies are constantly emerging. Using a multichannel, all-in-one system … Read more
By Kathy Sisk In the five steps to select an outsource call center agency, we’ve already covered the first three: 1) design an RFP; 2) … Read more
By Traci Haynes Does the word risk evoke an emotional connotation? Regardless of the inference and based on life experience, the word can carry an … Read more
By Ravi K. Raheja, MD The average cost of a data breach in the United States has hit an all-time high of 7.35 million dollars. … Read more